First Class Comms (FCC), an award-winning B Corp telecommunications and IT provider, is celebrating a significant milestone after achieving a Net Promoter Score (NPS) of +94 one of the highest customer satisfaction scores in the industry.
This latest result marks a remarkable journey for the business, which last recorded an NPS score above +90 four years ago. Since then, FCC has continued to invest heavily in both its people and customer experience, with a singular focus: delivering service that customers genuinely value and are proud to recommend.
“Four years ago, we broke the +90 barrier and set ourselves a new benchmark,” said Mark Burland, Managing Director of First Class Comms. “But we didn’t want to stand still. Achieving +94 today is proof that consistent effort, listening to feedback, and putting customers first really does pay off.”
Over the past four years, FCC has:
- Strengthened its onboarding and support processes
- Increased proactive account management
- Embedded customer feedback loops through regular NPS surveys
- Invested in new technologies to enhance service delivery
Net Promoter Score is widely recognised as one of the most important indicators of customer loyalty and experience. A score above +50 is considered excellent, while anything above +70 is deemed exceptional.
“We don’t chase the score, we chase the experience behind it,” Burland added. “Every piece of feedback, positive or constructive, helps us improve. That’s what’s driven this journey from +90 to +94.”
As FCC continues to grow across the South West and beyond, the company remains committed to maintaining the same high standards that have defined its success to date.
With strong relationships already in place with organisations such as Bristol Airport, Turtle Bay, Boston Tea Party and a range of owner-managed businesses, FCC is determined to ensure that service quality scales alongside its growth.
“Our challenge now is simple,” said Burland. “How do we keep delivering this level of service as we get bigger? That’s what keeps us focused, because our customers deserve nothing less.”