Nothing matters more to us at Paradise Mobile than hearing that our customers are happy! Your feedback shapes everything we do and our latest Net Promoter Score (NPS) shows that it is working.
In Q3 2025, our NPS reached +47 – our highest score yet. That is more than triple our starting point of +15 when we first launched in early 2024. It is also a six-point climb in just the past few months, showing that our most recent improvements are making a real difference.
Turning Feedback into Action
From the very beginning, our customers told us what mattered most: better coverage, fair pricing and more responsive support. One of the clearest pieces of feedback we heard was that we needed stronger coverage across key areas. We listened, expanded our network and upgraded sites for faster speeds. These changes helped drive a major jump in satisfaction, taking us from +15 to +41 in a year and continuing upward to +47 today.
We have also simplified our plans to make it easier for customers to choose the right option without confusion. Customer support has been strengthened too, with more training and faster response times, so your issues are resolved quickly and efficiently. Every improvement is directly linked to what our customers told us mattered most.
What NPS Tells Us
NPS is a simple way to measure how happy customers are. It is based on one question: how likely are you to recommend Paradise Mobile to a friend or colleague? Scores range from -100 to +100, with anything above 30 considered good in the telecom industry. ‘Promoters’ are customers who give 9 or 10 out of 10, ‘passives’ give 7 or 8 and detractors score between 0 and 6. The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.
Why This Score Matters
At +47, we are well ahead of the global telecom average of around +31. We are already outperforming major international providers like AT&T (+35) and Vodafone (+30). Locally, the competition often scores in the single digits.
This growth is proof that the investments we’ve made in our network, pricing, and customer experience are paying off and that we are creating something different and better for Bermuda.
Your Voice Is Driving Change
Every step of this journey has been shaped by our customers. Whether it was improving coverage, simplifying plans, or making support more responsive, your feedback has guided every decision. The fact that our NPS is climbing while global telecom scores are falling shows that we are not just keeping pace with the industry - we are leading it.
Looking Ahead
We know there is more to do, and we are committed to continuing to listen and act on your feedback. Every survey response, every suggestion and every comment helps us make Paradise Mobile the easiest, friendliest and most reliable network in Bermuda.
Thank you for helping us get here. This +47 is your score as much as ours, and it is a reminder that together, we are building something truly special.
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