Virgin Media PLC is a British company which provides fixed and mobile telephone, television and broadband internet services to businesses and consumers in the United Kingdom. Its headquarters are in Hook, Hampshire, United Kingdom. The company has been a subsidiary of Liberty Global plc, an international television and telecommunications company headquartered in London, since June 2013. Virgin Media previously had a primary listing on the NASDAQ Stock Market and was a constituent of the NASDAQ-100 index. It also had a secondary listing on the London Stock Exchange.
The company was formed in March 2006 by the merger of NTL and Telewest, which created NTL:Telewest. In July 2006 the company purchased Virgin Mobile UK, creating the first "quadruple-play" media company in the United Kingdom, offering television, internet, mobile phone and fixed-line telephone services. In November 2006 the company signed a deal with Sir Richard Branson to license the Virgin brand for the combined business. All of the company's consumer services were rebranded under the Virgin Media name in February 2007.
| Products | Digital television broadband internet fixed-line telephone mobile telephony |
|---|---|
| Subsidiaries | Virgin Media Ireland Virgin Media Business Virgin Mobile UK |
| Key people | James Mooney (Chairman) Tom Mockridge (CEO) |
| Founded | 6 March 2006; 11 years ago (2006-03-06) |
| Area served | United Kingdom Republic of Ireland |
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 Virgin Media 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 Virgin Media 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 |
|---|---|
| Virgin Media | -6 |
| Sky | -5 |
| Time Warner | -5 |
| Time Warner Cable | -5 |
| ITV | -13 |
| Dish | 1 |
| Channel 4 | -14 |
| Freesat | -14 |
| Fox TV | -15 |
| Freeview | 5 |
| Score | Date | Source |
|---|---|---|
|
-6
|
2016-03-23 | https://www.ampereanalysis.com/blog/69edaa74-4b88-40cb-aa7e-555c9e8a6979 |
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