34
NPS
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Virgin Media
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About Virgin Media's Brand
Provider of communication services. The company offers television and broadband internet services, along with fixed and mobile telephone services.
Brand at a Glance
85%
Customer Loyalty
3.5/5
Product Quality
3.2/5
Pricing
2.8/5
Customer Service
Virgin Media NPS
Virgin Media's Net Promoter Score (NPS) is a 34 with 67% Promoters, 0% Passives, and 33% Detractors. Net Promoter Score tracks whether Virgin Media's customers would recommend using the product based on a scale of -100 to 100.
Virgin Media Overall NPS
| 67% | Promoters |
|---|---|
| 0% | Passives |
| 33% | Detractors |
Virgin Media NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Sep 2022 100 | Sep 2022 | 100 |
Dec 2022 100 | Dec 2022 | 100 |
May 2025 50 | May 2025 | 50 |
Oct 2025 60 | Oct 2025 | 60 |
Nov 2025 33 | Nov 2025 | 33 |
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.
Virgin Media Customer Loyalty
85%
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.
85% of Virgin Media 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?"
Virgin Media Product Quality
3.5/5
Virgin Media has an overall Product Quality score of 3.5 out of 5 stars rated by its users and customers.
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Virgin Media Product Information
Virgin Media’s product quality score is a 3.5 out of 5 as rated by its users and customers.
- Website
- www.virginmedia.com
- Company Size
- 10,000+ Employees
Virgin Media Pricing
Virgin Media ROI & Value For Money
3.2/5
Virgin Media has a value for money and ROI score of 3.2 out of 5 stars rated by its users and customers.
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Virgin Media Customer Satisfaction (CSAT)
Virgin Media Customer Satisfaction (CSAT) Score
75 / 100
Virgin Media has an overall Customer Satisfaction score of 75 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
75%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
25%
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.
Virgin Media Customer Service
2.8/5
Virgin Media has an overall Customer Service score of 2.8 out of 5 stars rated by its users and customers.
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About Virgin Media's Customer Service
Address
10-14 Bartley Way, Hook, RG27 9UP Bahamas
Website
www.virginmedia.com
Phone Number
4
Consumer vs. Employees
Virgin Media scored a 34 for both Net Promoter Score and Employee Net Promoter Score. NPS gauges how likely a customer of Virgin Media would recommend the brand to a friend. ENPS measures how likely Virgin Media employees would recommend working at Virgin Media to a friend.
Net Promoter Score
34
NPS Score
| 67% | Promoters |
|---|---|
| 0% | Passive |
| 33% | Detractors |
Employee Net Promoter Score
34
eNPS Score
| 67% | Promoters |
|---|---|
| 0% | Passive |
| 33% | Detractors |
