Residential Customer Satisfaction Survey Results

During the week of April 20, 2020, FairlawnGig fielded an online study to its residential customer base. In both the survey invitation as well as within the survey, customers were asked to answer their questions without letting the recent “stay-at-home orders” influence their answers. The survey consisted of eight questions and took less than two minutes to complete. In one short week, a significant 583 people responded which yields an accuracy of +/- 4%.  What follows are the findings from the survey of residential customers of FairlawnGig’s services:

Overall satisfaction is an astounding 94% with more than
3 out of 4 (77%) saying they are “very satisfied” with FairlawnGig. 

When asked to rate the FairlawnGig’s customer service, another 3 in 4 (77%) said “excellent” while only 2% rated FairlawnGig’s service “fair” or poor.”

Is FairlawnGig impacting real estate and relocation decisions? Nearly half (48%) say that FairlawnGig is either “extremely” or “very important” to being in Fairlawn.

We designed one question to measure online activities, including activities like buying and selling online. While streaming television is the most increased activity, work-related task of working from home and videoconferencing for work purposes are the second and third most increased activities.

Looking at the same data with weighted averages where a score of “5” is “increased significantly,” “1” is “decreased significantly” and “3” is “stayed the same,” only selling online remained the same after FairlawnGig was installed in homes.

The survey revealed that almost half (47%) of FairlawnGig residential customers work from home at least one day during a “typical” (non stay-at-home) week.

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 an amazing NPS for FairlawnGig of 80. This compares to SurveyMonkey’s benchmark score from nearly 10,000 organizations of 56, meaning FairlawnGig is solidly in the top quartile of organizational scores.

When examining the actual numbers given by respondents, 85% answered a 9 or a 10 while the average numerical answer was 9.41.

NPS classifies FairlawnGig’s customers in its standard categories that follow:

  • Promoters (85% 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 (10%). 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.

 

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