Full Fibre ISP Hyperoptic Hails Top UK Net Promoter Score
Broadband ISP Hyperoptic, which is busy deploying their “hyperfast” (1Gbps) full fibre (FTTP/B) network out across large apartment buildings in various UK cities, has hailed itself as outperforming industry rivals after they secured a Net Promoter Score (NPS) of +51 (only around 10% of UK brands get an NPS of 40 or more).
NPS scores are designed to measure the willingness of customers to recommend a particular company’s products or services to others (on a scale of -100 to 100).
The data stems from Ofcom’s most recent customer satisfaction survey (here), which among other things found that the NPS score for the major fixed broadband ISPs were significantly lower. For example, BT scored +12, while EE got +17, Plusnet hit +15, Sky Broadband walked away with just +9, Virgin Media took a more respectable +19 and sadly TalkTalk got just -5.
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We should point out that Hyperoptic doesn’t appear in Ofcom’s public report as their market share is too small to be included, but their score of +51 stems from the same source and methodology. Charles Davies, MD of Hyperoptic, said: “Hyperoptic combines fast speeds, flexible contracts with amazing customer service … We are delighted that our customers have recognised the efforts we go to and have rewarded us via such powerful and independent feedback.”
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook, BlueSky, Threads.net and Linkedin.
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Watch that score drop dramatically once they cover as many places as BT/Virgin.
Considering they offer financial reward for referrals, yeah, obviously they’re customers would recommend them to others.
Such modest self-congratulation
Not exactly top. There are others with higher scores. For example Zen with a NPS of +73:
https://www.zen.co.uk/blog/posts/zen-blog/2020/06/25/our-happy-customers-objective
Bare in mind that data from a different (non-Ofcom) survey might not be comparable.
I have used Hyperoptic for 4 years now and they are a great company. Never had any issues and there is always someone there instantly on there customer service lines. No waiting for hours on the phone.
Every year when my contract minimum term expires the prices have gone up. It’s this or an EO line, they know that. No reason to keep prices low.