Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




1170 posts

Uber Geek

Trusted
BigPipe

# 170944 31-Mar-2015 12:49
Send private message

If you are a Bigpipe customer, you may have received a short survey in the last few months. (If you haven't received one, then you probably will in the next year)

We've started using http://www.asknice.ly/  to measure Net Promoter Score  

(Ask Nicely is a great Kiwi Startup by the way - nothing to do with Spark Ventures.  Highly recommended if you have a business and want to measure NPS.)

It asks customers to score on a scale of 1-10 how likely they are to recommend Bigpipe to a friend or colleague.


We've collected the comments that people left when asked why they gave the score they did, and put them in a word cloud to get an overall feel for what people are saying about Bigpipe, and thought it might be interesting to share it here.

Here are the results:



what's interesting is that although we do well on things like speed (truenet results consistently good) and price (not the cheapest, but good value for unlimited data)  the biggest reason by a large margin for people to recommend Bigpipe is 'Great Service'

Some people were very skeptical about the 'online only' service model we launched with - assuming it is purely a cost saving measure.  But I think we've shown that not only can it work, but it can also be better in many cases.
As far as I can tell, it is a world first for an ISP.

We've still got work to do, and lots of ways to make things better over the course of the next year or more, but so far we're pretty pleased with the results.

This is the final day of our 'first month free' promotion. At midnight tonight it goes for good.  What more incentive do you need to switch to Bigpipe?  Try us for a month. If you don't like it, switch back. If you do like it, stick around.  Nothing to lose!










bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ


View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2
21263 posts

Uber Geek

Trusted
Lifetime subscriber

  # 1274292 31-Mar-2015 12:54
3 people support this post
Send private message

Nice you are getting positive feedback, but wouldn't this post fall under a breach of the FUG for self promoting commercial interests? 

2393 posts

Uber Geek

Trusted
Subscriber

  # 1274295 31-Mar-2015 13:04
One person supports this post
Send private message

Possibly so, but to be fair their service and support is really good, best I've encountered amongst residential ISPs in NZ!

 
 
 
 


4535 posts

Uber Geek

Trusted
Lifetime subscriber

  # 1274296 31-Mar-2015 13:06
Send private message

I don't see this as breaching FUG as it is posted on BigPipe subforum.

What is the sample size of this feedback?






21263 posts

Uber Geek

Trusted
Lifetime subscriber

  # 1274301 31-Mar-2015 13:12
Send private message

insane: Possibly so, but to be fair their service and support is really good, best I've encountered amongst residential ISPs in NZ!


To be fair they are considerably smaller than most residential ISP's in NZ and time has shown again and again that size does directly correlate to service responsiveness. 

I am not suggesting it's not possible for them to maintain, and let's hope for the customers sake that is the case, but it would be the exception, not the rule. 




1170 posts

Uber Geek

Trusted
BigPipe

  # 1274309 31-Mar-2015 13:20
Send private message

nakedmolerat: I don't see this as breaching FUG as it is posted on BigPipe subforum.

What is the sample size of this feedback?



around 600 





bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ


944 posts

Ultimate Geek


  # 1274315 31-Mar-2015 13:26
One person supports this post
Send private message

What did the customers who have UFB available but aren't in Auckland say?



1170 posts

Uber Geek

Trusted
BigPipe

  # 1274331 31-Mar-2015 13:30
Send private message

networkn:
insane: Possibly so, but to be fair their service and support is really good, best I've encountered amongst residential ISPs in NZ!


To be fair they are considerably smaller than most residential ISP's in NZ and time has shown again and again that size does directly correlate to service responsiveness. 

I am not suggesting it's not possible for them to maintain, and let's hope for the customers sake that is the case, but it would be the exception, not the rule. 



actually given there are about 80 ISPs in NZ, we are considerably larger than most. :P

(Note that we're not listed on the below because our IP range shows up as Spark, so we would be counted under that share)

http://nztelco.com/



But I do take your point about smaller usually being more responsive  (usually, not always. Some small ISPs are terrible)







 




bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ


 
 
 
 




1170 posts

Uber Geek

Trusted
BigPipe

  # 1274334 31-Mar-2015 13:31
Send private message

deadlyllama: What did the customers who have UFB available but aren't in Auckland say?


don't know specifics,  but the fact they are still our customers despite the fact we can't yet give them UFB should tell you something :)




bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ


21263 posts

Uber Geek

Trusted
Lifetime subscriber

  # 1274338 31-Mar-2015 13:34
Send private message

BigPipeNZ:
networkn:
insane: Possibly so, but to be fair their service and support is really good, best I've encountered amongst residential ISPs in NZ!


To be fair they are considerably smaller than most residential ISP's in NZ and time has shown again and again that size does directly correlate to service responsiveness. 

I am not suggesting it's not possible for them to maintain, and let's hope for the customers sake that is the case, but it would be the exception, not the rule. 



actually given there are about 80 ISPs in NZ, we are considerably larger than most. :P

(Note that we're not listed on the below because our IP range shows up as Spark, so we would be counted under that share)

http://nztelco.com/



But I do take your point about smaller usually being more responsive  (usually, not always. Some small ISPs are terrible)







 


I am not picking on you directly, please understand, I am just making general comments in regard to ISP's and how service is (usually) inversely proportional to company or customer numbers. I have no issue with BP in any way, not my cup of tea as I'd prefer phone support, and happy to pay a small premium for it. 

It would be nice to see the service levels continue as you continue to grow.


944 posts

Ultimate Geek


  # 1274406 31-Mar-2015 14:10
Send private message

BigPipeNZ:
deadlyllama: What did the customers who have UFB available but aren't in Auckland say?


don't know specifics,  but the fact they are still our customers despite the fact we can't yet give them UFB should tell you something :)


Clearly they've never experienced UFB...  Whanganui's rollout will be finished, done, etc this May.

9 posts

Wannabe Geek


  # 1275530 1-Apr-2015 17:07
Send private message

Thanks big pipe







1170 posts

Uber Geek

Trusted
BigPipe

  # 1275534 1-Apr-2015 17:09
Send private message

Moeskeeto: Thanks big pipe






Tasty speeds.  Making me quite jelly with my 45Mbps VDSL   :)




bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ


1274 posts

Uber Geek


  # 1275585 1-Apr-2015 18:05
Send private message

BigPipeNZ: don't know specifics,  but the fact they are still our customers despite the fact we can't yet give them UFB should tell you something :)


Must be renting. wink




rm *


Mr Snotty
8865 posts

Uber Geek

Moderator
Trusted
Lifetime subscriber

  # 1275602 1-Apr-2015 18:32
Send private message

Well, I am a Snap customer because BigPipe was not available to give me UFB goodness. But I still recommend BigPipe to others and would be with them if they did service UFB in Wellington.

Spark digital ventures have done some really cool and unique things - Semble, BigPipe, Spark WiFi etc. Thanks guys for staying awesome :)




1054 posts

Uber Geek


  # 1275661 1-Apr-2015 19:41
Send private message

Customer service was great with Bigpipe, however the ADSL2 connection had issues with streaming and was not resolved. In the end I had to move back to Vodafone. I put this down to the Chorus gear under Bigpipe and the Unbundled Vodafone gear with Vodafone.

If UFB ever arrives here (one street away theres fibre!!!!) I'll be switching back to Bigpipe. Not really a fan of spending hours on the phone with Vodafone, so fingers crossed I don't need to.

Bigpipe
Current Rate (Kbps) U 792  D 8068

Vodafone
Current Rate (Kbps) U 1012 D 13956

 


 1 | 2
View this topic in a long page with up to 500 replies per page Create new topic



Twitter and LinkedIn »



Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Major Japanese retailer partners with smart New Zealand technology IMAGR
Posted 14-Oct-2019 10:29


Ola pioneers one-time passcode feature to fight rideshare fraud
Posted 14-Oct-2019 10:24


Spark Sport new home of NZC matches from 2020
Posted 10-Oct-2019 09:59


Meet Nola, Noel Leeming's new digital employee
Posted 4-Oct-2019 08:07


Registrations for Sprout Accelerator open for 2020 season
Posted 4-Oct-2019 08:02


Teletrac Navman welcomes AI tech leader Jens Meggers as new President
Posted 4-Oct-2019 07:41


Vodafone makes voice of 4G (VoLTE) official
Posted 4-Oct-2019 07:36


2degrees Reaches Milestone of 100,000 Broadband Customers
Posted 1-Oct-2019 09:17


Nokia 1 Plus available in New Zealand from 2nd October
Posted 30-Sep-2019 17:46


Ola integrates Apple Pay as payment method in New Zealand
Posted 25-Sep-2019 09:51


Facebook Portal to land in New Zealand
Posted 19-Sep-2019 18:35


Amazon Studios announces New Zealand as location for its upcoming series based on The Lord of the Rings
Posted 18-Sep-2019 17:24


The Warehouse chooses Elasticsearch service
Posted 18-Sep-2019 13:55


Voyager upgrades core network to 100Gbit
Posted 18-Sep-2019 13:52


Streaming service Acorn TV launches in New Zealand with selection with British shows
Posted 18-Sep-2019 08:55



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.