Business ISP Easynet Connect and the Communications Management Association (CMA) have called upon all business ISPs to consider adopting a common benchmark for measuring customer service. The Net Promoter Score (NPS) is one example of a pre-existing benchmark for measuring customer service that could be adopted by business ISPs.

Already in use by organizations such as Amazon, eBay, Dell and used internally within Easynet Connect, the NPS is based on just one question; ‘Would you recommend us?’. From this question, other measurements such as overall satisfaction, value for money, network reliability, sales and communications naturally flow.



Trying to promote any kind of overall industry standard for measuring customer service quality is a wonderful idea, although Easynet has a well established and strong reputation. We suspect that, given the choice, a lot of other business providers might be less willing to open their service to a similar level of scrutiny; especially less reputable ones.