Speedtest Survey: These are the Mobile Operators with the Best Customer Loyalty in Indonesia

Speedtest conducted a survey on customer loyalty towards mobile operators in Indonesia. The results show Telkomsel as the mobile operator with the highest customer loyalty in Q1-Q2 2021, achieving a Net Promoter Score (NPS) of -12.52. According to telkomsel.com, Telkomsel also successfully received the "Best in Mobile Experience" and "Best in Net Promoter Score (NPS)" awards in 2020.

Based on the survey score, Telkomsel is considered to have set a new benchmark in providing customer satisfaction in every interaction.

The NPS itself is a score that reflects customer loyalty. The NPS value can range from -100 (lowest NPS) to +100 (highest NPS). A higher NPS value indicates higher customer satisfaction. The target NPS score reflects customer experience based on five factors: download internet speed, upload internet speed, latency, streaming, and browsing.

Following Telkomsel, 3 (Three) ranked second with an NPS of -17, followed by IM3 Ooredoo with an NPS of -21.7, and XL with an NPS of -23.25. Smartfren ranked last with an NPS of -41.13.