7
The small companies still win
CBB wins this year’s EPSI industry study for customer satisfaction with a high score of 80.5 after an increase of 1.5 index points.
The industry average falls to the level of the previous year, but still remains at an overall good level.
“In general, customers are satisfied with what they get from their mobile providers. Average satisfaction is at a great level, and several players have very high customer satisfaction,” says Sofie Breum, Country Manager, EPSI Rating Denmark.
Biggest increase at Telia
Norlys’ acquisition of Telia has not negatively affected customer satisfaction, which is otherwise often seen in connection with acquisitions. In this year’s measurement, the opposite is the case, where Telia is the year’s high jumper (+2.5).
Declining satisfaction with internet providers
The increasing trend in satisfaction from last year has remained fairly level for both mobile, TV and streaming this year. Where there has been a slight decrease of 0.5 index points for mobile, there is a slight increase of 0.6 for TV and no change for streaming. On the other hand, satisfaction with the internet has fallen by 2.2 index points at industry level.
EPSI Rating Denmark is part of EPSI Rating Groupowned by the Institute for Quality Development, SIQ. EPSI Rating Group conducts surveys in several countries, both in the Nordics and in Europe, and EPSI Rating is part of the European network. The Institute for Quality Development is a non-profit foundation with the task of promoting quality development in Sweden by creating, collecting and disseminating knowledge about quality development.
Source: it-kanalen.dk
