KPN has the best internet, but satisfaction is lacking
Satisfaction with KPN internet is not going well and this is reflected in the turnover.
A recent survey by Ookla (speedtest.net) showed that KPN has by far the best mobile network in the Netherlands. But with regard to a fixed internet connection, the provider leaves something to be desired. According to NOS, customer satisfaction of KPN users declined in the past year, as did turnover. However, the question is whether KPN itself is responsible for this or not.
Satisfaction with KPN internet is declining
Today, KPN presents the annual figures for 2020, which are not necessarily positive. The provider itself states that there is a negative trend in customer satisfaction at KPN when it comes to internet. This has undoubtedly partly to do with the quality of KPN’s service, not to mention the mess with TV malfunctions. But the global pandemic and the recent curfew don’t make it easy for them either.
For example, since the outbreak last year, people have been working at home en masse, while students also rely on an internet connection. More people at home statistically means more people experiencing internet problems. The helpdesk, on the other hand, was also a bottleneck, because many more users complained that they could not reach it.
We do see a negative trend in customer satisfaction, in both the consumer and business markets, as a result of various factors. This has our undivided attention and we have taken additional measures to ensure the level of service that customers expect from the quality leader in the Netherlands.
CEO of KPN Joost Farwerck about the dissatisfaction
Turnover is also falling again
KPN also has more annoying news to bring. In 2020, the provider earned 3.9% less, or € 5.3 billion. Net profit fell even more sharply, by 8.7% to € 561 million.
Incidentally, KPN tells the NOS that this was not a big disappointment. All financial goals would have been achieved and despite the decline in profit and turnover, the number of mobile customers grew, while the number of users of a fixed internet connection remained stable.
