Three boosts customer satisfaction despite data breaches

Mobile operator records industry's highest satisfaction rates

Three has revealed strong results in the first half of 2017, with revenues up significantly year-on-year and fast increasing customer satisfaction thanks to better network coverage and service.

The company's total revenues were up 10%, while its profit margin increased by 6%. The network also revealed its Customer Net Promoter Score has increased to 21, which is higher than any other UK network and a report by Ofcom said it's had fewer complaints than any other network.

"Our market-leading satisfaction and low complaint levels are a result of the hard work of the thousands of passionate staff across the Three UK business," Dave Dyson, chief executive of Three UK, said.

Three said its success was down to its network coverage, that currently reaches 97% of the UK and its 4G coverage that can be used in 91% of the region.

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Its customer satisfaction levels don't seem to have been hit by a data breach last November affecting 133,000 users, which exposed their information to criminals, or a data breach revealed in March that exposed some users' details to other users, or news that Three was fined 1.9 million for a flaw endangering 999 calls.

Over the latest quarter, Three extended its Feel at Home roaming offering to 80% of countries in the world - 60 in total - which is more than any other network.

The network also launched Go Binge, enabling its customers to stream Netflix, TV Player, Deezer and SoundCloud without paying for data.

"This encouraging set of results is testament to our continued improvement in customer satisfaction, which remains Three's core focus and clear point of differentiation," Dyson added.

"The extension of our Feel at Home offer, which now covers 60 destinations worldwide, and the launch of Go Binge, are exciting examples of how we continue to help customers get the most from their devices."

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