Our sister company Nordic Bench is an independent analysis institute with over 15 years of experience in industry studies. Periodically, they publish surveys where consumers can share their opinions and at the same time have a chance to win great prizes. Yesterday was the time to release the telecom reports for the second year in a row.
The survey has been carried out using the NPS® (Net Promoter Score) method, which is used to measure customer loyalty. Customers of each operator have been asked to indicate the degree to which they would consider recommending their supplier/operator to others. With the help of clear diagrams, the results of the various actors are compared, while explanations are given for the NPS value.
Each supplier is also measured on 10-14 different relationship and industry drivers such as: value for money, reliability and the company's reputation. These are reported per supplier in Nordic Bench's reports.
ISP
On the ISP side, Bahnhof is the only provider with a positive NPS result. There is a big gap down to Bredband 2, which is in second place in the ranking. Bredbandsbolaget and Tre are the suppliers that the least number of customers recommend. The average for the industry is -15, which is an increase from last year's -20.
Mobile telephony
Just like last year, Halebop and Telia are at the top. This year, these operators are the only ones with a positive NPS. Comviq, Tele2, Hallon and Telenor have very similar NPS values between -1 and -3. It looks significantly worse for operator Tre, which achieved the value – 27. The average for the industry is 1.
TV
Telia is the TV operator that is best located. Despite an increase of seven points compared to last year's results, they remain in the red. Viasat has lost the most as they went from -17 to -31. The broadband company came last in both measurements, but is still the operator that increased the most, from -57 to -40.
It is noteworthy that all actors in TV are in the red. Although the average increased by seven points compared to last year, it is a very low average compared to other industries.
Mail Fredrik Solheim to view the full reports.
If you want to read more about Nordic Bench, you can go to: https://www.nordicbench.se
