XLN Telecom Survey Shows Customer Satisfaction Levels at an All-Time High

From: XLN Telecom
Published: Fri Jan 08 2010

XLN Telecom, the UK’s leading telecoms company serving the small business community, is pleased to reveal the results of its annual customer service survey which show that more than two out of three customers surveyed would be willing to recommend XLN to another business – only 6% saying they would not.

Of the more than 700 small business customers surveyed by XLN Telecom, 72% said they are ‘very likely’ or ‘likely’ to recommend XLN to other companies based on price, whilst 69% said they would be happy to recommend XLN based on the service they received.

Furthermore, the survey also found that across eight separate service related categories – including billing, credit control, provisioning of service and customer communications – an average of 86% of customers were satisfied with XLN in each area.

The results of the survey, which was conducted in December 2009, come at the end of a year in which XLN saw its customer base grow by over 25% to 125,000 small business customers.

Christian Nellemann, Group CEO of XLN Telecom, commented:
"In an industry renowned for low customer satisfaction levels and high churn rates, we believe our customer satisfaction levels are creating a new benchmark in the independent telecoms sector. As a company, we deliberately don’t advertise on TV or use above-the-line advertising instead choosing to plough back potential marketing spend into lower product pricing, product innovation and customer service. We are therefore delighted to see our customer satisfaction scorings reach these levels. Word of mouth recommendations are always the most powerful form of marketing."

In December, XLN launched its first mobile phone services which have been specifically tailored to meet the needs of UK small businesses, providing them with the lowest rate mobile phone packages on the market. In December 2009, XLN also announced that it had earned CarbonNeutral® status, making it one of the first businesses in its sector to achieve this level.

For more information on the company, please visit www.xlntelecom.co.uk.


About XLN
XLN is committed to providing the lowest cost telecom services and highest customer service levels to the UK’s small business community. Founded in 2002, XLN is now the UK’s largest independent provider of telecom services to small businesses in Britain having over 125,000 business customers across the country. In 2007, XLN was ranked as the highest placed telco company in the The Sunday Times Tech Track and was listed for a second consecutive year in 2008. In 2009, the company was a finalist in the Customer Focus Award category of the National Business Awards. XLN’s founders are Christian Nellemann and Anthony Karibian. In 2006, Christian Nellemann was a winner of the Ernst & Young Entrepreneur of the Year Award for Technology and Communication.

Contact details
Christian Nellemann (XLN Telecom) 020 7793 5533

Toby Hall (gth media) 020 7153 8039
Brooke Paul (gth media) 020 7153 8035
Company: XLN Telecom
Contact Name: brookep
Contact Email: brookep@gth.co.uk

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