In April of this year, FairlawnGig surveyed its business customers to better measure the impact the network has on the community. To drive participation, we kept the survey to ten questions, lasting less than two minutes. Approximately 70 businesses participated in the survey.
Overall satisfaction is an astounding 93% with more than 4 in 5 (84%) saying they are “very satisfied” with FairlawnGig.
Almost three in four (72%) say FairlawnGig is “extremely important” to their business while not a single business said FairlawnGig was not important to their Fairlawn-based business.
Half (50%) say FairlawnGig is “extremely” or “very important” to why they are in Fairlawn while another 16% say it is “somewhat important.”
A significant reason for the investment in FairlawnGig was economic growth for the area. More than half (54%) of businesses are opening new markets thanks to FairlawnGig.
Another investment driver for FairlawnGig was job creation. A third (33%) say all of the jobs at their location are fully attributable to FairlawnGig while an additional 13% attribute at least some of the jobs.
Of the businesses who brought jobs to Fairlawn because of FairlawnGig, surveyed businesses average 7 new FairlawnGig-enabled employees.
Both FairlawnGig’s service and value were considered important by 100% of businesses surveyed.
Finally, and perhaps most importantly, is the “Net Promoter Score” (NPS). A Net Promoter Score gauges customer loyalty and should correlate with revenue growth. The NPS is figured with one simple question:
How likely is it that you would recommend FairlawnGig to a friend or family member? (on a scale of 0-10 where zero is “not at all likely” and ten is “extremely likely.”
This question produced a NPS for FairlawnGig of 74. This puts FairlawnGig is solidly in the top quartile of organizational scores and much higher than the typical ISP, which typically have sub-20 NPS scores.*
When examining the actual numbers given by respondents, 79% answered a 9 or a 10 while the average numerical answer was 9.13.
NPS classifies FairlawnGig’s customers in its standard categories that follow:
- Promoters (79% of FairlawnGig customers). Responded 9 or 10. Likely to exhibit value-creating behaviors including buying more, remaining customers for longer, and making more positive referrals to other potential customers.
- Passives (13%). Responses of 7 or 8, unlikely to help or hurt brand.
- Detractors (8%). Responded with a score of 0 to 6. Less likely to exhibit value-creating behaviors for the brand.
* The average Net Promoter Score for Internet Service Providers is in the range of 0, with the lowest being -16 and the highest 19.
Sampling of Open-End Responses
“I had service from other internet providers, this Fairlawn Gig has been the best.”
“Low cost, high speed, and we love how the City treats it as a utility service and gives it the same importance as water and sewer, etc.”
“Our internet has never gone out since we started with Fairlawn Gig and that is extremely important to us.”
“The FairlawnGig is a great service that helps us provide better service for our clients.”
“The value (cost vs speed) FairlawnGig’s service provides makes it the most attractive service provider.”
“We do everything in a cloud-based work environment. If it was not for the internet service quality provided, we would not be operating as well as we are.”