O2 Net Promoter Score 2017 Benchmarks

Last known Net Promoter Score is

7

Telefónica UK Limited is a telecommunications services provider in the United Kingdom, owned by the Spanish multinational Telefónica. It is the second-largest mobile telecommunications provider in the United Kingdom after EE Limited, and is headquartered in Slough.

O2 was formed in 1985 as Cellnet, a 60:40 joint venture between BT Group and Securicor. In 1999, BT Group acquired Securicor's 40 per cent share of Cellnet and the company was later rebranded as BT Cellnet. In June 2000 BT Cellnet launched the world's first commercial General Packet Radio Service. BT Cellnet, together with BT Group's mobile telecommunications businesses in Germany, Ireland and the Netherlands, was part of the BT Wireless division. This was spun off from the BT Group in 2002 to form a new holding company, mmO2 plc, which introduced the new "O2" brand for the businesses. mmO2 plc was subsequently renamed O2 plc.

O2 plc was purchased by the Spanish telecommunications company Telefónica in 2006 for £18 billion. Under the terms of the acquisition, Telefónica agreed to retain the "O2" brand and the company's UK headquarters. O2 plc became Telefónica Europe.

Quick facts about O2

Headquarters Bath Road, Slough, Berkshire, United Kingdom
Number of locations 484 stores (as of 9 January 2017)
Revenue £2.973 billion (2010)
Industry Telecommunications
Founded 1985 (as Cellnet)

Net Promoter Score for Top Brands compared with O2

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.

Learn more about NPS

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.



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How to understand the NPS benchmarks

The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.

Consider an example: If O2 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 O2 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.

Learn more

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Telecommunications / Wireless Carrier companies with similar Net Promoter Score

Company Score
Virgin Mobile UK 7
O2 7
Sprint 5
EE 5
KPN 11
Vodafone -1
3 Mobile 16
Telfort -3
Colt Group S.A. 23
Simyo 26

Other companies with Net Promoter Score similar to O2

Net Promoter Score benchmark sources

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