In March of 2025, FairlawnGig surveyed its residential customers to measure customer satisfaction and better understand our impact on the community. The annual survey consisted of fourteen questions and collected 469 residential customer responses, yielding an accuracy of +/- 4%. This is the sixth year we have fielded our customer satisfaction survey and year over year over year, satisfaction has remained consistently high in an ISP industry accustomed to low satisfaction scores.
Amongst household customers, 98% say they are satisfied with FairlawnGig.
The following two questions were asked to gauge overall opinions on both value and the most appealing characteristics of FairlawnGig service. Almost everyone (97%) say they are receiving a good value for their dollar.
Why does someone pick an internet service provider? Most providers only advertise speed and price – but is that all that’s important to people? In the case of FairlawnGig, the choice includes price (84%), followed by speed and reliability (both 77%), and local service (59%).
When asked to rate the FairlawnGig’s customer service, more than 4 in 5 (83%) said “excellent” with 97% stating the service they receive from FairlawnGig is at least “very good.” This is a testament to our world-class service team, right here in Fairlawn.
Almost all of Fairlawn residents say FairlawnGig is important to living in Fairlawn (97%) while a majority (83%) attribute FairlawnGig as either “extremely” or “very important” to their decision to live ins Fairlawn. Take rate for FairlawnGig is now bearing 74%, meaning 3 in 4 homes in our footprint subscribe to FairlawnGig.
More than 2 in 5 (42%) of FairlawnGig customers work from home, down 5 points from last year as employees are being called back to the office.
Activities that FairlawnGig are all up in percentages, highlighted by online shopping (79%, up 7%), streaming (77%, up 7%), videoconferencing (59%, up 4%), and work-from home (46%).
While traditional ISPs offer television service, FairlawnGig does not. Despite this, households subscribing to FairlawnGig has reached nearly 75%.
More than 4 in 5 (84%) of FairlawnGig customers have “cut the cord” of cable television completely while the remaining 16% still rely on cable TV for at least a part of their home entertainment. For these customers, they’re not ready to rely solely on streaming for their television viewing.
Netflix (73%), Amazon (69%), Hulu (44%), Disney+ (38%), and YouTube TV (38%) are the most popular streaming platforms in Fairlawn.
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 90, a number higher than ever measured in our customer satisfaction surveys. Past numbers include 84 (2024), 87 (2023), 86 (2022), 84 (2021), and 80 (2020). 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 (91% 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 (7%). Responses of 7 or 8, unlikely to help or hurt brand.
- Detractors (2%). Responded with a score of 0 to 6. Less likely to exhibit value-creating behaviors for the brand.
Ironically, FairlawnGig’s NPS was highest for customers with legacy (less than 1 gig) service at 95 while ‘don’t know’ came in at 88.
* The average Net Promoter Score for Internet Service Providers is in the range of 0, with the lowest being -16 and the highest 19.