FluidOne
Net Promoter
Score
86
February 2023
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 86 for February 2023 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
15
BT
-30
TTB
45
GAMMA
+20
VIRGIN MEDIA
5
EE
Other Services
- 7
Infosys
15
Accenture
2
McAfee
38
Cisco
So how do we improve?
Customer Voice
is Key
Service Delivery
and Support
Customer
Feedback
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 escalation process ensuring members of the 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 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.
