This April, 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 four minutes. Approximately 60 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.
Four in five (80%) business customers say FairlawnGig is “extremely important” to their business while not a single business said FairlawnGig was not important to their Fairlawn-based business.
Nearly two-thirds (63%) say FairlawnGig is important to locating in or staying in Fairlawn.
A significant reason for the investment in FairlawnGig was economic growth for the area. Nearly half (46%) of businesses are opening new markets thanks to FairlawnGig.
Of the 15 businesses surveyed who said FairlawnGig brought jobs to Fairlawn, totaling 222 jobs amongst those surveyed and 15 jobs in each organization.
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 80, up 6 points from last year. 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.*
NPS classifies FairlawnGig’s customers in its standard categories that follow:
- Promoters (84% 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 (3%). 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.