Exploring NPS Customer Service Scores: Why They’re Important

What Is NPS Score & Why Does It Matter?

You need new internet with the speed and stability to let you stream and surf to your heart’s content. But knowing which ISP is right for your household can be tough, especially if you’re not sure which reviews to trust or how to find out what an ISP’s current customers think of their service. If quality customer service is critical to you, it’s even tougher – how can you know how a company treats its customers without firsthand experience?

There’s actually a great metric you can count on – NPS or "Net Promoter Score." Let's break down what NPS score is, what it means, and how you can use it to tell which internet service providers are right for you.

NPS score meaning

At its core, NPS is a customer satisfaction metric, and it tells you what a company’s customers think of its service so far. NPS measures customers’ loyalty by asking a simple question: “On a scale of 0 to 10, how likely are you to recommend our product or service to a friend or colleague?” Based on the responses, customers are segmented into three categories: Promoters, Passives, and Detractors.

The NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The result can range from -100 (if all customers are Detractors) to +100 (if all are Promoters).

Breaking down NPS score groups

As you might guess from the names of the three NPS respondent categories, some responses are better than others. Here’s a deeper dive into the three score groups that shape a business’s final NPS score:

1. Promoters: Customers who give a score of 9 or 10 are brand advocates. Put simply, they love a company’s product or service and are likely to spread positive feedback to others. Promoters contribute to business growth through word of mouth, referrals, and repeat purchases. For an internet company, a lot of Promoters in their customer base mean that it’s likely a fantastic ISP you can trust with your subscription.
2. Passives: Folks who respond with a 7 or 8 are satisfied but not enthusiastic. Passives may continue to use a company’s product – even for years – but overall, they’re less likely to recommend it. Passives don’t hurt a brand’s NPS score directly, but they also don’t help drive it upwards. They’re considered neutral, in effect.
3. Detractors: Lastly, customers who give a score of between 0 and 6 are considered Detractors. These customers are at risk of leaving and may actively damage a brand’s reputation through negative reviews or feedback. If you find a brand with a lot of Detractors, it’s a good idea to stay away!

What is a good NPS score vs. the average NPS score?

What exactly counts as a “good” NPS score can vary by industry and company goals. That said, there are some general benchmarks you can use to interpret the NPS scores you find when you’re researching a new company or internet service provider.

• Negative Scores (-100 to 0): If a company’s NPS score is in this range, it’s not a great sign. Negative scores indicate that a company has more Detractors than Promoters, suggesting significant dissatisfaction among customers. This is a red flag that points to issues in product quality, customer service, or overall experience.
• Scores Between 0 and 30: These scores are generally considered average. The business probably has more satisfied customers than unhappy ones, but there is room for improvement. While not necessarily worrisome, scores in this range tell you that customer loyalty is not as strong as it could be.
• Scores Between 30 and 60: Scores in this range are considered good. A company with an NPS score in this range has a strong base of loyal customers who are likely to recommend the business. While some room for improvement may still exist, the business is likely a great choice if you’re looking for a new service.
• Scores Between 60 and 70: An NPS score between 60 and 70 is considered very good. It indicates that a brand has a devoted customer base with a significant number of promoters. This means that your customers are generally satisfied with your product or service and are likely to recommend it to others.
• Scores Above 70: These are excellent scores and reflect a highly loyal and satisfied customer base. Companies with scores in this range have a significant competitive advantage, as their customers are not only happy but are also enthusiastic promoters of the brand.

To put it into perspective, the average NPS score in the telecommunications industry hovers around 30, and many businesses consider any positive NPS score to be great. However, some industries, such as software and professional services, tend to see higher NPS scores, while industries like telecommunications or airlines may have lower averages due to the nature of the service.

Bottom line: the higher an ISP’s NPS score, the better!

Why is NPS score important for new customers?

An NPS score is more than just a number – it’s a valuable indicator of how people perceive a given business, especially when it comes to customer service. A high NPS score in customer service is a strong indicator of positive interactions, problem resolution, and responsiveness, all of which can be helpful when building loyalty.

As far as specifics, NPS can tell you a lot about a company’s activities, attitude toward customers, and willingness to go the extra mile. For example, if you find an ISP with an NPS score of 70, that probably means:

• Most of its customers are satisfied (actually, more than satisfied) with their service, indicating fast speeds, great customer interactions, and stable connections
• If there are any issues encountered, the ISP’s customer service team likely does a wonderful job resolving the problem or hearing customer complaints
• The company puts a serious focus on customer satisfaction, which could make you feel better about trying their brand for the first time

Trust Glo to provide best-in-class internet

For internet service customers, NPS score is one of the major things to look for in a new ISP. When a company's NPS score is high, that means they care about their customers and deliver stellar service. At Glo Fiber, we have an NPS score of 69!

Lightning-fast speeds, stable downloads, and more don’t mean much if our customers aren’t satisfied. We take that to heart, always striving to deliver the best customer service our subscribers have ever experienced while avoiding annoying industry trends like hidden fees.

Simply put, internet service from Glo is the internet service you’ve always deserved. Get in touch with us today to sign up!