In March/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. In all, approximately 20% of business customers responded, equating to 85 organizations.
We were thrilled to see that “Very Satisfied” rose 12% from last year. Every single response that was less than satisfied were from lower priced and slower speed business service offerings.
Overall satisfaction is an astounding 95% with more than 4 in 5 (84%) saying they are “very satisfied” with FairlawnGig.
Three in four (75%) business customers say FairlawnGig is “extremely important” to their business (up 9% from 2024) while only 3% said FairlawnGig was not important to their Fairlawn-based business.
Nearly 3 in 4 (73%) say that FairlawnGig is important to locating in or staying in Fairlawn.
An investment driver for FairlawnGig in 2015 was job creation and creating a more robust business tax base. Three in five (61%) say all, most, or at least some 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 84, up 8 points from last year and 14 points from two years ago. 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. This is 6% higher than last year.
- Passives (11%). Responses of 7 or 8, unlikely to help or hurt brand.
- Detractors (5%). 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.