-51
NPS
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PCCW
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About PCCW's Brand
PCCW Ltd through its subsidiaries provides telecommunications service including local telephony, local data and broadband services. Its business segments are HKT, Media Business, Solutions Business, PCPD, and Other Businesses.
Brand at a Glance
69%
Customer Loyalty
2.8/5
Product Quality
3.1/5
Pricing
2.9/5
Customer Service
PCCW NPS
PCCW's Net Promoter Score (NPS) is a -51 with 18% Promoters, 13% Passives, and 69% Detractors. Net Promoter Score tracks whether PCCW's customers would recommend using the product based on a scale of -100 to 100.
PCCW Overall NPS
| 18% | Promoters |
|---|---|
| 13% | Passives |
| 69% | Detractors |
PCCW NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jun 2022 -100 | Jun 2022 | -100 |
Feb 2023 -100 | Feb 2023 | -100 |
Apr 2023 -100 | Apr 2023 | -100 |
Sep 2023 -67 | Sep 2023 | -67 |
Oct 2023 -57 | Oct 2023 | -57 |
Nov 2023 -33 | Nov 2023 | -33 |
Jan 2024 -40 | Jan 2024 | -40 |
May 2024 -45 | May 2024 | -45 |
Feb 2025 -54 | Feb 2025 | -54 |
Aug 2025 -46 | Aug 2025 | -46 |
Oct 2025 -51 | Oct 2025 | -51 |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
PCCW NPS by Gender
PCCW's NPS was rated -34 by Male customers on Comparably.
Male
-34
PCCW's NPS was rated -34 by Male customers on Comparably.
33%
Promoters
0%
Passives
67%
Detractors
Female
N/A
PCCW's NPS is not yet rated by Female customers.
0%
Promoters
0%
Passives
0%
Detractors
PCCW NPS by Ethnicity
PCCW's NPS was rated -34 points by Asian or Pacific Islander customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander -34 | Asian or Pacific Islander | -34 |
PCCW Customer Loyalty
69%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
69% of PCCW users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
PCCW Customer Loyalty Score by Gender
PCCW's Customer Loyalty score was rated 70 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of PCCW.
Male
70%
Yes
Female
N/A
Yes
PCCW Customer Loyalty Score by Ethnicity
PCCW's Customer Loyalty score was rated 100% by Asian or Pacific Islander customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of PCCW.
100
out of 100
Asian or Pacific Islander
PCCW Product Quality
2.8/5
PCCW has an overall Product Quality score of 2.8 out of 5 stars rated by its users and customers.
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PCCW Product Information
PCCW’s product quality score is a 2.8 out of 5 as rated by its users and customers.
- Website
- www.pccw.com
- Company Size
- 10,000+ Employees
Quick Insights into PCCW Product Quality
PCCW's Product Quality score was rated highest by Asian or Pacific Islander customers.
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Ranked PCCW Product Quality the Highest
PCCW Product Quality Score by Gender
PCCW's Product Quality score was rated 1.8 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of PCCW.
Male
1.8/5
Female
N/A
PCCW Product Quality Score by Ethnicity
PCCW's Product Quality score was rated 2.5 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of PCCW.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 2.5 | Asian or Pacific Islander | 2.5 |
PCCW Pricing
PCCW ROI & Value For Money
3.1/5
PCCW has a value for money and ROI score of 3.1 out of 5 stars rated by its users and customers.
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Quick Insights into PCCW ROI
PCCW's ROI score was rated highest by Asian or Pacific Islander customers.
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Ranked PCCW ROI the Highest
PCCW ROI Score by Gender
PCCW's ROI score was rated 2.3 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of PCCW.
Male
2.3/5
Female
N/A
PCCW ROI Score by Ethnicity
PCCW's ROI score was rated 3 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of PCCW.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 3 | Asian or Pacific Islander | 3 |
PCCW Customer Satisfaction (CSAT)
PCCW Customer Satisfaction (CSAT) Score
50 / 100
PCCW has an overall Customer Satisfaction score of 50 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
17%
Satisfied
33%
Neither Satisfied nor Dissatisfied
50%
Dissatisfied
0%
Very Dissatisfied
0%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into PCCW Customer Satisfaction
PCCW's Customer Satisfaction score was rated highest by Male customers.
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Ranked PCCW Customer Satisfaction the Highest
PCCW Customer Satisfaction Score by Gender
PCCW's Customer Satisfaction score was rated 66 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of PCCW.
66 / 100
MaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 33% | |
Neither Satisfied nor Dissatisfied | 34% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
PCCW Customer Satisfaction Score by Ethnicity
CSAT according to Asian or Pacific Islander
PCCW's Customer Satisfaction (CSAT) score was rated 33% according to Asian or Pacific Islander users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of PCCW.
33 / 100
Very Satisfied
0%
Satisfied
33%
Neither Satisfied nor Dissatisfied
67%
Dissatisfied
0%
Very Dissatisfied
0%
PCCW Customer Service
2.9/5
PCCW has an overall Customer Service score of 2.9 out of 5 stars rated by its users and customers.
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About PCCW's Customer Service
Address
, Hong Kong,
Website
www.pccw.com
Phone Number
7
Quick Insights into PCCW Customer Service
PCCW's Customer Service score was rated highest by Asian or Pacific Islander customers.
Sign Up to unlock insights into how customers have ranked PCCW's Customer Service score.
Ranked PCCW Customer Service the Highest
PCCW Customer Service Score by Gender
PCCW's Customer Service score was rated 2.3 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of PCCW.
Male
2.3/5
Female
N/A
PCCW Customer Service Score by Ethnicity
PCCW's Customer Service score was rated 3 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of PCCW.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Asian or Pacific Islander 3 | Asian or Pacific Islander | 3 |
PCCW as an Employer
Consumer vs. Employees
PCCW scored a -51 for Net Promoter Score and a -20 for Employee Net Promoter Score. NPS gauges how likely a customer of PCCW would recommend the brand to a friend. ENPS measures how likely PCCW employees would recommend working at PCCW to a friend.
Net Promoter Score
-51
NPS Score
| 18% | Promoters |
|---|---|
| 13% | Passive |
| 69% | Detractors |
Employee Net Promoter Score
-20
eNPS Score
| 30% | Promoters |
|---|---|
| 20% | Passive |
| 50% | Detractors |
