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Celcom Axiata Berhad

Company Type: B2C

Company Size: Large


(9 points )

Celcom Axiata Berhad recorded improvements in its Transactional Net Promoter Scores (tNPS) which improved in retail to +68 points, compared to +66 in the past quarter, and up from +58 in Q316. Celcom Axiata Berhad, DBA Celcom, is the oldest mobile telecommunications provider in Malaysia. Celcom is a member of the Axiata group of companies, with almost 14 million customers. Established in 1988, it boasts the widest national 2G, 3G and 4G LTE networks, covering over 98% of the population. 

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Score Change



Celcom Axiata Berhad achieved an NPS of +58 for Q316.



Celcom Axiata Berhad achieved a net promoter score (NPS) of +66 for the last quarter of 2017.


(8 points )


The company recorded improvements in its Transactional Net Promoter Scores (tNPS) which improved in retail to 68 points.


(2 points )


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What is Net Promoter Score?

Net Promoter Score®, or NPS® is a loyalty metric developed by Fred Reichheld and was introduced by him in his 2003 Harvard Business Review article "The One Number You Need to Grow". At its core, NPS can be termed as a metric that measures a customer’s willingness to recommend a brand’s product and services to their friends, family and colleagues.

What is a good industry score?

Net Promoter Scores vary greatly between industries. CustomerGauge conducted a study in 2016 and published the average Net Promoter Scores by industries. For example, the Cable and Telecommunications industry’s average Net Promoter Score is at or below 30. Retail, Transportation & Logistics and Wholesale on the other hand get a 50 or more Net Promoter Score on average.

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NPSBenchmarks.com collates and publishes any publicly available Net Promoter Score from industries all across the globe, with the added ability of allowing companies to submit their own Net Promoter Score for publication. We aim to not only share NPS scores, but verify and present them in the most transparent way.