Customer service catastrophe in cable TV
This is the story of NPS in an emergency. You’re a young, well-liked, cheeky upstart brand. You’re famous for taking on new sectors and turning them upside down, challenging business models, prices and customer communications. You decide to enter the UK’s reviled cable TV, fixed line and broadband sector, with its reputation for appalling customer service. You’ve got one shot to rescue customer perception. You get NPS and you want got get it right.