Satmetrix last week released its 2010 European Net Promoter Scores and I thought it would be interesting to review them versus recent Australian data.
The highest of the European banks (First Direct) received an NPS® of 42% compared with the highest of the Australian banks (Bendigo Bank) at +33%. At the other end of the scale, the lowest European score is -26% versus -39% in Australia.
Mobile Phone Networks
Moving on to look at mobile phone networks, the best of the best in Australia (Virgin Mobile) scored 0% compared with the best in Europe (O2) of 24%. At the other end of the scale, Australia’s lowest score was -34% and Europe’s was only -13%.
Why the Differences?
Scores in Australia would, on the basis of these numbers, seem to be lower overall. Why? [Read more…]