Sustained Commitment to Customer Excellence: Glo Fiber Business Announces 2025 Net Promoter Score Results

June 01, 2026 at 5:00 PM EST

At Glo Fiber Business, we have always operated under a simple but impactful philosophy: Our success is fundamentally tied to the success, satisfaction and long-term loyalty of the clients we serve. In an industry often defined by complex contracts and inconsistent support, we strive to be the transparent, reliable partner that businesses rely on to thrive in a digital economy. Today, we are proud to share the preliminary results of our 2025 Net Promoter Score (NPS) survey, a reflection of the deep-rooted relationships we have cultivated within the small-to-medium business (SMB) community.

 

The 2025 Benchmarks: Performance That Speaks for Itself

Our 2025 metrics indicate a high level of brand health and customer trust. Glo Fiber Business’ internet NPS reached a strong 40.0.

Pioneered by Bain and Company, the Net Promoter Score is considered the global gold standard for measuring customer experience. Unlike traditional satisfaction surveys, NPS measures the likelihood of a customer acting as a voluntary advocate for a brand by posing the simple question, “How likely are you to recommend [Glo Fiber Business] to a friend or colleague?” Respondents are then categorized into Promoters, Passives, and Detractors, with the score calculated by subtracting the percentage of Detractors from the percentage of Promoters. The NPS ranges from -100 to +100, with a higher number reflecting greater customer satisfaction and loyalty.

 

From Customers to Brand Advocates

The most telling takeaway from our 2025 data is the overwhelming number of customers who are advocates as opposed to merely users of our services. Our survey revealed that 66% of respondents are “Promoters.” This means two-thirds of our SMB partners have actively recommended Glo Fiber Business. In the business-to-business sector, where word-of-mouth and reputation are everything, this level of organic advocacy is an invaluable asset.

What is fueling this momentum? Our analysis of the 2025 feedback identified three core drivers:

1. Unrivaled Value and Flexibility: A significant 75% of our SMB customers cited competitive pricing and unique contract flexibility as their primary reasons for choosing Glo Fiber. In a fluctuating economy, our customers appreciate the ability to start with a month-to-month plan and switch to a term contract as their business needs evolve.
   
   
2. Network Reliability and Speed: Our infrastructure continues to deliver on its promise. Nearly 9 in 10 customers reported high satisfaction with their internet speeds, and 83% expressed total confidence in the reliability of their connection. As one customer noted: “Good speeds for reasonable prices allow us to focus on our work rather than our bandwidth.”
   
   
3. Human-Centric Support: We believe that fiber-optic technology is only as good as the people who support it. Among customers who required a recent technician visit, 80% reported high satisfaction. Feedback such as “Excellent customer service and tech support” highlights our commitment to resolving issues quickly and professionally.

 

A Culture of Continuous Improvement

These achievements for Glo Fiber Business are part of a broader culture of excellence within the Shentel family. Our residential segment continues to lead the way with a 2025 Overall NPS of 57.8 and an internet NPS of 61.0. Additionally, our parent company, Shentel Business, has maintained a stable and positive trajectory with an overall NPS of 17.2 and an internet NPS of 20.3.

By tracking these sentiments year over year, we gain the insights necessary to refine our product roadmap. It goes beyond simple number-crunching. We listen to the stories behind them to ensure we remain a cost-effective and reliable provider for our customers.

 

Regional Reach, Local Impact

With a robust regional fiber network spanning more than 19,000 route miles, Glo Fiber Business is uniquely positioned to empower the local economies of Virginia, West Virginia, Maryland, Pennsylvania, Ohio, Indiana, Delaware, and Kentucky. We are proud to provide the digital backbone that allows local businesses to compete on a global stage.

 

Want to see what our customers are saying? Check out our testimonials here.