B2C Benchmarks

Europe Package – Internet Service

Purchase all three internet services reports for France, Germany and the UK and save 20%. The combined reports include NPS data from 17 brands. In addition, you receive last year’s report on a complimentary basis.

France

  • Bouygues
  • Free
  • Numericable
  • Orange
  • SFR
 Germany

  • 1&1
  • Alice
  • Arcor
  • Kabel Deutschland
  • O2
  • T-Home
  • Vodafone
UK

  • AOL
  • BT
  • Orange
  • Sky
  • Talk Talk
  • Virgin Media

$1428 | Purchase All 3 Reports (20% off)
Report Overview – France | Report Overview – Germany | Report Overview – UK

Report highlights:

France: Bouygues and Free jockeyed for position at the head of the ISP sector in France, but with Bouygues taking the lead this year at 9% NPS. The sector as a whole did not improve, with the average NPS hovering at only -4%.

Germany: Telefonica’s O2 brand gained ground this year, displacing Vodafone at the head of the German ISP sector. O2 earned a 17% NPS, 25 points above the sector average of -8%.

UK: Sky and Virgin Media continued to jockey for position at the head of the British ISP sector, coming in with nearly identical scores again this year: Sky at 14% and Virgin Media at 13%. Although comparatively lower than other industries, a score of 14% was 20 points higher than the sector average of -6% and 44 points ahead of the brand delivering the worst customer experience.

NPS data is also available for U.S. internet service providers. | $950 | Learn more

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