When an organization has no fiduciary responsibility to profit-earning shareholders, and it exists only to serve the community, a key success metric becomes: How do our customers feel about the experience we deliver?
We are proud to report that Pulse customers are very satisfied. Even more impressive is how our community-owned internet utility stacks up against major internet service players around the nation. How are we comparing our rankings?
What is a Net Promoter Score?
The Net Promoter Score (NPS) is a widely used metric that gauges customer satisfaction. The score is based on a simple survey question that asks customers to rate their likelihood to recommend a service to a friend or family member on a scale of 1-10, with 0 being “not at all likely” and 10 being “extremely likely.” To calculate the score, subtract the percentage of detractors from the percentage of promoters. The resulting score can range from -100 to 100, with higher scores indicating greater customer satisfaction.
Pulse scores over 17 times higher on customer satisfaction than the national average
In August 2022, PC Magazine collected data about 16 of the top internet service providers (ISPs) in the country. The average rating among them all was four. Pulse’s customer survey net promoter score is 68.4! Our customers are surveyed after they’ve been online with us for a while and had the full Pulse experience. They are able to provide feedback about the entire process: sign-up, pre-installation, installation, and our rock-solid fiber-optic service. The survey includes many questions, and the aim is always to find out if there’s anything that can be improved upon. But it’s also where we’ve learned that Lovelanders are jazzed by the entire Pulse experience!
Pulse is on track to complete phase 1 construction (defined as within city limits when construction began in 2019) by the end of 2023. Check to see if we’re ready to serve you now at pulsefiber.org/CheckAvailability, or give our friendly, locally-based customer service team a call at 970-541-4990.
Pulse offers multi-gigabit-speed Internet, PulseTV, and Voice services on a fiber-optic fast network. The community-owned fiber utility is built with a promise to connect the entire Loveland community, be transparent with rates and speeds, and provide local service and responsiveness second to none. Please visit pulsefiber.org to learn more.