Plusnet plc is a British quad play internet service provider in July 2004 when it was floated on the Alternative Investment Market. On 30 January 2007, Plusnet was acquired by BT Group, but it continues to operate as a separate business. By December 2013, it had over 750,000 customers across the UK.
Plusnet also operates a number of additional businesses: the Metronet, Plusnet Hosting, Just The Name and John Lewis Broadband in partnership with John Lewis.
|Products||Internet services Landline telephone services Digital television|
|Industry||Internet, VoIP, Telephony, Digital television|
|Headquarters||Sheffield, South Yorkshire, England|
|Founded||1997 (as Plusnet Technologies Ltd)|
|Key people||Andrew Baker, Chief Executive|
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 / Internet Service Provider is 30.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Plusnet 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 Plusnet 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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