First Class Comms (FCC), the award-winning B Corp telecommunications and IT provider, is celebrating a significant milestone after achieving a Net Promoter Score (NPS) of +94 — one of the highest customer satisfaction scores in the industry.
This latest result marks a remarkable journey for the business, which last recorded an NPS score above +90 four years ago. Since then, FCC has continued to invest heavily in both its people and customer experience, with a singular focus: delivering service that customers genuinely value and are proud to recommend.
“Four years ago, we broke the +90 barrier and set ourselves a new benchmark,” said Mark Burland (pictured), Managing Director of First Class Comms, “But we didn’t want to stand still. Achieving +94 today is proof that consistent effort, listening to feedback and putting customers first really does pay off.” 
Unlike many providers in the telecoms and IT sector, FCC prides itself on taking a consultative, multi-vendor approach, rather than pushing customers into restrictive, network-only solutions. This commitment to flexibility, transparency, and long-term relationships has been central to its continued NPS success.
He said over the past four years, FCC had strengthened its onboarding and support processes, increased proactive account management, embedded customer feedback loops through regular NPS surveys and invested in new technologies to enhance service delivery – all of which had resulted in a consistently high level of customer advocacy, with the latest +94 score reflecting near-unanimous satisfaction across its growing customer base.
Net Promoter Score is widely recognised as one of the most important indicators of customer loyalty and experience. A score above +50 is considered excellent, while anything above +70 is deemed exceptional. Achieving +94 places FCC in a category few companies ever reach.
“We don’t chase the score, we chase the experience behind it,” Burland added. “Every piece of feedback, positive or constructive, helps us improve. That’s what’s driven this journey from +90 to +94.”
He said as FCC continued to grow across the South West and beyond, the company remains committed to maintaining the same high standards that have defined its success to date.
With strong relationships already in place with organisations such as Bristol Airport, Turtle Bay, Boston Tea Party and a range of owner-managed businesses, FCC was determined to ensure that service quality scales alongside its growth.
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