Business telecoms provider secures industry-leading NPS score

South West business telecoms experts, First Class Comms (FCC) offer an extensive range of hosted telephony, connectivity, and mobile services to businesses across the region – and they have recently been recognised by a high Net Promoter Score (NPS).

An NPS measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs around the world.

Based in Weston-super-Mare, FCC is a business telecoms provider collaborating with companies to design, manage and support their phone systems, business mobiles, broadband and data connections. The firm was founded in 2013, and after a year of trading, they decided to test the waters and perform a NPS survey to get a greater understanding of what their customers expected from them.

Mark Burland, Director at FCC, comments: “We wanted to check to see that what we stood for – first class service – was ringing true with our customers.

“Our customer numbers were low, but our score was a positive +77 – which at the time beat Apple when compared to their NPS!”

Over the past two years, every industry has been impacted by the Covid-19 pandemic in some form, and FCC wanted to see where they stood with their client base – and the results were astonishing.

Burland continues: “We wanted to make sure our customers were still happy with our service, and we also needed to gather important feedback – whether it was good or bad.

“We sent it to all of our customers earlier in January and left it open for a week. The results were unheard of in our industry, let alone when compared to all sectors.

“FCC had a 33% response rate and a NPS of +90! The only company to have a recent NPS higher than us was Tesla!”

According to the data, the average telecoms NPS score in the UK for 2021 was +23, demonstrating that FCC’s customers are loyal and would recommend their services

Burland concludes: “We know through the clients we keep that they absolutely want and deserve a first-class service when we manage their company mobiles, VoIP and broadband services. The NPS survey proves to me and all of the FCC team that we are going above and beyond to keep our customers happy by responding quickly and listening to what they need.”