Net Promoter Industry Report 2009- Telecommunications- Cellular Phone Service B2C

Net Promoter Score is a measure of customer loyalty that has been linked to company growth in numerous studies across industries and around the globe. Developed by Satmetrix, Bain & Company, and Fred Reichheld, the NPS concept has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. This report covers customer experience for 8 companies providing mobile phone service to consumers: Alltel, AT&T, Sprint Nextel, T-Mobile, Tracfone, U.S. Cellular, Verizon, and Virgin Mobile. Cellular providers were the only telecommunications segment with positive NPS averages, and Verizon Wireless led with an NPS of 40 percent, almost double the industry average. Data for the report was collected in Q4 2008 using an opt-in email survey with consumers who had purchased from these companies within the past year.

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