FluidOne

Net Promoter
Score

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81

October 2024

Our vision is to be the best quality Connected Cloud Solutions Provider to UK businesses, and at the heart of this vision sits customer experience. We are proud to hold the highest Net Promoter Score (NPS) in UK telecoms with a score of 81 for October 2024 against an industry average of 31. It is a testament to our commitment to improve and drive customer excellence which we put at the heart of all that we do.

At FluidOne, we truly believe in putting the customer first and our service and billing team has implemented a number of improvements that have not only transformed the way we work with our customers and partners but ensures customer satisfaction is of the highest standard.

Industry bench-marking

Since May 2018, our NPS score has more than doubled, a true testament to our commitment to improve and drive customer excellence.

Current Telecoms industry average NPS score is 31
Current IT service industry average NPS score is 40

How we compare in the industry

Telecoms

BT

15

BT
TTB

-30

TTB
GAMMA

45

GAMMA
Virgin Media

20

VIRGIN MEDIA
EE

5

EE

Other Services

Infosys

- 7

Infosys
Accenture

15

Accenture
McAfee

2

McAfee
Cisco

38

Cisco

So how do we improve?

Customer Voice is Key

Customer Voice
is Key

Service Delivery and Support

Service Delivery
and Support

Customer Feedback

Customer
Feedback

Implementing Improvements

Implementing
Improvements

01

We’ve put in place a number of improvements to our customer journey, including transforming the digital experience for customers and partners through our customer portal, Dash.

02

We’ve implemented a number of rigorous quality measures within our Support and Service Delivery departments.

03

Our Executive team are meeting customers and partners who have offered feedback to better understand their viewpoint, they continue to be on hand to discuss, implement and improve the customer experience.

04

We’ve implemented a clearer and shorter resolution process to ensure the right members of the FluidOne team can be reached quickly.

05

We’re regularly monitoring customer feedback. Should a customer score us below 7, a senior manager is assigned to get in touch with them directly.

How do we measure NPS:

We measure our NPS score through a number of factors, two of which are:

When we resolve a fault ticket, feedback is captured with a follow up survey.

When we resolve a fault ticket, feedback is captured with a follow up survey.

When we complete an order, feedback is captured via a portal independent of FluidOne.

When we complete an order, feedback is captured via a portal independent of FluidOne.

Can we help you on your
Connected Cloud journey?
Our expert team is always on hand to help your
business find solutions to help it excel.
Get In Touch
Get In Touch