FluidOne

Net Promoter
Score

72

Oct 2019

Our Vision

Our vision is to be the best quality data connectivity provider to UK businesses, and at the heart of this vision sits customer experience.

James Storey, Service & Billing Director, is the driving force behind FluidOne’s determination for customer excellence. James 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, beating the industry average of 32.

CURRENT TELECOMS INDUSTRY AVERAGE NPS SCORE IS32

How we compare in the industry

15

BT

-30

TTB

45

GAMMA

-6

VIRGIN MEDIA

5

EE

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.

Contact us

Please fill in the form below and we will respond to you within 48 hours. If your enquiry is urgent please contact us on 0345 868 7848.