Fixed wireless trounces cable in customer loyalty metrics, says Recon Analytics

According to survey data from Recon Analytics, the net promoter scores of Verizon and T-Mobile for their fixed wireless access (FWA) broadband absolutely demolish the net promoter scores of Comcast and Charter for their hybrid fiber coax (HFC) broadband services. “FWA’s numbers are off the chart,” said Recon Analytics principal Roger Entner. However, he cautioned that there is a “selection bias” in the data because with FWA, people do their own installation, and if they aren’t happy with the service they can return the gear within three days. NPS scores are a big deal. They’re closely tracked by management teams, driving the compensation of mid- and senior-level executives. As such, it drives product, pricing, marketing and investment decisions of operators, with these decisions ultimately driving market shares.