Tuesday, 15 December 2015 00:43

ACCAN says telcos should publish NPS scores like Macquarie Telecom


Following Macquarie Telecom’s move to publish its Net Promoter Score (NPS), ACCAN welcomes it and urges telcos to follow

The Australian Communications Consumer Action Network, ACCAN, says that it ‘welcomes Macquarie Telecom’s initiative to publish its customer Net Promoter Scores (NPS) online.’

iTWire’s story on Macquarie Telecom’s NPS move can be read here

ACCAN notes that this means ‘prospective customers will be able to access this before signing up with the company,’ and reminds us that ‘NPS is a measure of the proportion of customers who say they would recommend a business to others.’

ACCAN Deputy CEO, Narelle Clark said: “We welcome this move by Macquarie Telecom and encourage the industry to follow suit and publish Net Promoter Scores in real time.

Giving current and prospective customers access to this sets a new benchmark for transparency in the industry. If presented in a simple, easy to use way, it will help consumers make more informed choices when deciding which provider to use.

“NPS is a useful measure of customer satisfaction and also provides real incentives for improvement in customer service. We know that other providers are using this measure and have made definite progress since implementing it, however, they’re not publishing their scores,” added Ms Clark.

ACCAN notes that by making NPS data available to consumers in an easy to use way, ‘the industry could provide a snapshot of how satisfied customers are with their services.’

More below, please read on. 

Coupling NPS data with Telecommunications Industry Ombudsman (TIO) complaint statistics would give consumers extra tools when it comes to choosing their service provider.

“Currently consumers have access to TIO complaint data, but making NPS also available would give a clearer picture of customer satisfaction and allow consumers to compare providers across the industry,” said Ms Clark.

“Being more transparent with these scores would also help improve consumer trust in the telecommunications industry.”


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