Now TV is a pay-TV service provider in Hong Kong operated by PCCW Media Limited, a wholly owned subsidiary of PCCW. It provides 197 TV channels including 176 channels branded under Now TV, and over 30 video on demand categories. Launched on 26 September 2003, its TV signal is transmitted with IPTV technology through HKT's fixed broadband network.
Now TV is the largest pay-TV operator in Hong Kong in terms of number of subscribers, number of channels, number of HD channels and quantity of VOD contents. The word "Now" is abbreviated from "Network Of the World".
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 Telecommunications / Cable/TV service is -5.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Now TV 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 Now TV 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.
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