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In March 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. Almost 100 businesses participated in the survey.

Unfortunately, FairlawnGig experienced two rare outages heading into this survey, We realized these outages would negatively impact satisfaction numbers.

Overall satisfaction is an astounding 96% with more than 3 in 4 (72%) saying they are “very satisfied” with FairlawnGig. 

Two in three (66%) business customers say FairlawnGig is “extremely important” to their business while only 3% said FairlawnGig was not important to their Fairlawn-based business.

Seven in ten (71%) say FairlawnGig is important to locating in or staying in Fairlawn.

An investment driver for FairlawnGig was job creation. Nearly two in five (39%) say all or most of the jobs at their location are fully attributable to FairlawnGig while an additional 16% attribute at least some of the jobs.

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 (78% 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 (14%). 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.