11
NPS
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Sri Lanka Telecom
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About Sri Lanka Telecom's Brand
Sri Lanka Telecom PLC is a telecommunications services provider in Sri Lanka and one of the country’s largest companies. Among its major competitors, Sri Lanka Telecom is ranked in 2nd place for NPS while Huawei is 1st, and Dialog Axiata is 3rd.
Brand at a Glance
74%
Customer Loyalty
3.5/5
Product Quality
3.6/5
Pricing
3.3/5
Customer Service
Sri Lanka Telecom Ranking
- #2 / 3 of its competitors
Sri Lanka Telecom NPS
Sri Lanka Telecom's Net Promoter Score (NPS) is a 11 with 49% Promoters, 13% Passives, and 38% Detractors. Net Promoter Score tracks whether Sri Lanka Telecom's customers would recommend using the product based on a scale of -100 to 100.
Sri Lanka Telecom Overall NPS
| 49% | Promoters |
|---|---|
| 13% | Passives |
| 38% | Detractors |
Sri Lanka Telecom NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2022 -100 | May 2022 | -100 |
Nov 2022 0 | Nov 2022 | 0 |
Dec 2022 33 | Dec 2022 | 33 |
Apr 2023 50 | Apr 2023 | 50 |
Oct 2023 40 | Oct 2023 | 40 |
Jan 2024 49 | Jan 2024 | 49 |
Mar 2025 29 | Mar 2025 | 29 |
May 2025 13 | May 2025 | 13 |
How Other Brands Compare
Sri Lanka Telecom is ranked second for NPS among its competitors. Huawei and Dialog Axiata come in first and third.
Sri Lanka Telecom |  Huawei |  Dialog Axiata | |
| Global Ranking | #- | #707 | #- |
| NPS | 11 | 37 | 10 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | - |
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.
Sri Lanka Telecom NPS vs. Competitors
Compared to its competitors, Sri Lanka Telecom's NPS is rated right above Dialog Axiata, and is preceded by Huawei.
| COMPANY | NPS Score | |
|---|---|---|
| Huawei | 37 |
| Sri Lanka Telecom | 11 |
| Dialog Axiata | 10 |
Sri Lanka Telecom Customer Loyalty
74%
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.
74% of Sri Lanka Telecom users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Sri Lanka Telecom Customer Loyalty vs. Competitors
Compared to its competitors, Sri Lanka Telecom's Customer Loyalty score is rated right below Huawei.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Dialog Axiata | 85% |
| Huawei | 81% |
| Sri Lanka Telecom | 74% |
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Sri Lanka Telecom Product Quality
3.5/5
Sri Lanka Telecom has an overall Product Quality score of 3.5 out of 5 stars rated by its users and customers.
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Sri Lanka Telecom Product Information
Sri Lanka Telecom’s product quality score is a 3.5 out of 5 as rated by its users and customers.
- Website
- https://www.slt.lk/
- Company Size
- 5,001-10,000 Employees
Industry
Telecommunications
Tech
Sri Lanka Telecom Product Quality vs. Competitors
Compared to its competitors, Sri Lanka Telecom's Product Quality score is rated right below Dialog Axiata.
| COMPANY | Product Quality Score | |
|---|---|---|
| Huawei | 4.2/5 |
| Dialog Axiata | 3.7/5 |
| Sri Lanka Telecom | 3.5/5 |
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Sri Lanka Telecom Pricing
Sri Lanka Telecom ROI & Value For Money
3.6/5
Sri Lanka Telecom has a value for money and ROI score of 3.6 out of 5 stars rated by its users and customers.
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Sri Lanka Telecom Pricing vs. Competitors
Compared to its competitors, Sri Lanka Telecom's ROI score is rated right above Dialog Axiata, and is preceded by Huawei.
| COMPANY | Pricing Score | |
|---|---|---|
| Huawei | 4/5 |
| Sri Lanka Telecom | 3.6/5 |
| Dialog Axiata | 3.4/5 |
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Sri Lanka Telecom Customer Satisfaction (CSAT)
Sri Lanka Telecom Customer Satisfaction (CSAT) Score
76 / 100
Sri Lanka Telecom has an overall Customer Satisfaction score of 76 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
13%
Satisfied
63%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
13%
Very Dissatisfied
11%
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.
Sri Lanka Telecom Customer Satisfaction vs. Competitors
Compared to its competitors, Sri Lanka Telecom's Customer Satisfaction score is rated right above Dialog Axiata, and is preceded by Huawei.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Huawei | 85% |
| Sri Lanka Telecom | 76% |
| Dialog Axiata | 74% |
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Sri Lanka Telecom Customer Service
3.3/5
Sri Lanka Telecom has an overall Customer Service score of 3.3 out of 5 stars rated by its users and customers.
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About Sri Lanka Telecom's Customer Service
Address
Coloma, WI United States of America
Website
https://www.slt.lk/
Sri Lanka Telecom Customer Service vs. Competitors
Compared to its competitors, Sri Lanka Telecom's Customer Service score is rated right below Dialog Axiata.
| COMPANY | Customer Service Score | |
|---|---|---|
| Huawei | 4/5 |
| Dialog Axiata | 3.5/5 |
| Sri Lanka Telecom | 3.3/5 |
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Consumer vs. Employees
Sri Lanka Telecom scored a 11 for Net Promoter Score and a -25 for Employee Net Promoter Score. NPS gauges how likely a customer of Sri Lanka Telecom would recommend the brand to a friend. ENPS measures how likely Sri Lanka Telecom employees would recommend working at Sri Lanka Telecom to a friend.
Net Promoter Score
11
NPS Score
| 49% | Promoters |
|---|---|
| 13% | Passive |
| 38% | Detractors |
Employee Net Promoter Score
-25
eNPS Score
| 25% | Promoters |
|---|---|
| 25% | Passive |
| 50% | Detractors |
