KPN is a Dutch landline and mobile telecommunications company. KPN started as a public telecommunications company and is based in The Hague, Netherlands.
| Owner | Stichting Preferente Aandelen B KPN (50.07%) America Movil (14.86%) Capital Group Companies (10.68%) Norges Bank (3.09%) BlackRock (2.69%) Ontario Teachers' Pension Plan (2.19%) JP Morgan Chase (1.07) |
|---|---|
| Products | Landline Mobile Telephony Internet Digital Terrestrial Television IT services IPTV |
| Key people | Eelco Blok (CEO), Duco Sickinghe (Chairman of the supervisory board) |
| Subsidiaries | Getronics Telfort Simyo Base E-Plus XS4ALL Planet Internet |
| Founded | 19th century (founded), 1989 (privatised) |
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Yes, it is.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Telecommunications / Wireless Carrier is 28.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If KPN sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of KPN with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
How are your customers satisfied depending on:
| Company | Score |
|---|---|
| KPN | 11 |
| Virgin Mobile UK | 7 |
| O2 | 7 |
| 3 Mobile | 16 |
| Sprint | 5 |
| EE | 5 |
| Vodafone | -1 |
| Colt Group S.A. | 23 |
| Telfort | -3 |
| Simyo | 26 |
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