MTS is the largest mobile operator in Russia and CIS with over 102.4 million subscribers as of 31 December 2009.
Having started in the Moscow license zone in 1994, МТS in 1997 received licenses for further areas and began expansion, later entering other countries of the CIS.
|Products||cellular network, local telephone service, broadband, mobile television, cable television, satellite television, digital television|
|Traded as||NYSE: MBT, NASDAQ: MBT, MCX: MTSS|
|Revenue||US$12.4 billion (2012)|
|Net income||US$1.0 billion (2012)|
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.
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 Public Utilities / Telecommunications Equipment is 0.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Mobile TeleSystems OJSC 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 Mobile TeleSystems OJSC 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.
|Telfort||Telecommunications / Wireless Carrier||-3|
|Comcast||Consumer Brands / Car Manufacturers||-3|
|CIGNA||Insurance / Health and Life Insurance||-1|
|Chase||Financial Services / Banking||-1|
|Vodafone||Telecommunications / Wireless Carrier||-1|
|Ocado||Consumer Brands / Grocery||-4|
|Time Warner||Telecommunications / Cable/TV service||-5|
|Time Warner Cable||Telecommunications / Cable/TV service||-5|
|Sky||Telecommunications / Cable/TV service||-5|
|BBC||Media / Cable/TV service||-5|
We have estimated the Net Promoter Score of Mobile TeleSystems OJSC based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.