A Testament to Customer Loyalty: Glo Fiber Business Reports with a Strong Net Promoter Score
April 01, 2025 at 5:00 PM EST
At Glo Fiber Business, we believe that our success is intrinsically linked to the satisfaction and loyalty of our customers. That's why we place such high importance on understanding their experiences and perspectives. We're thrilled to announce the results of our 2024 Net Promoter Score (NPS) survey, which reflects the strong relationships we've built with our small-to-medium business segment.
Our 2024 NPS for the small to medium business segment stands at an impressive 47.6. This figure is significant, especially when compared to the industry average benchmark of 31. But what exactly does this score mean, and why is it so important to us?
What is NPS?
The Net Promoter Score, developed in 2003 by Bain and Company, is widely recognized as the gold standard for measuring customer loyalty. It's a simple yet powerful metric that gauges how likely our customers are to recommend Glo Fiber Business to others. The score is based on a single question: "How likely are you to recommend [Glo Fiber Business] to a friend or colleague?" Responses are categorized into Promoters, Passives, and Detractors, and the NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The resulting score can range from -100 to +100, with a higher score indicating greater customer satisfaction and loyalty.
Not Just Customers, but Advocates
For Glo Fiber Business, our 47.6 NPS signifies that a substantial portion of our customers are not just satisfied with, but enthusiastic about our services. In fact, our survey revealed that 62.6% of our customers identified themselves as "Promoters," meaning they have already recommended us to someone they know. This level of advocacy is invaluable and speaks volumes about the trust our customers place in us.
What drives this strong customer loyalty? When we looked deeper into the survey responses, several key themes emerged. Our customers consistently praised the quality of our network, with 72.4% highlighting the speed and 82.9% emphasizing the reliability of our services. Comments like "Our uptime is almost 100%" and "Best value for the speed!" underscore the dependability and performance that our customers have come to expect from Glo Fiber Business.
Beyond network performance, our customers also appreciate our commitment to customer service. Many cited the ease of working with us and the ability to speak with an actual person when they need assistance. Phrases like "Great service and great price" and "Easy to work with and speak with an actual human" reflect our dedication to providing a positive and personalized experience.
Learning and Growing From Feedback
We are proud of the results of the 2024 NPS survey. Our customer responses help us identify what we’re doing well and what we could do better. Tracking customer sentiment year after year has enabled us to continually improve the services we provide and the value of those services.
These positive results for Glo Fiber Business follow the success of our residential segment, which achieved a 2024 NPS of 69, placing it among the top scores in the consumer ISP industry. Shentel, our parent company, also saw its overall NPS increase to 20.0, a 15.5-point improvement from the previous year.
Glo Fiber Business remains committed to providing cost-effective, reliable internet and data solutions to businesses of all sizes. With our regional fiber network spanning more than 16,300 route miles, we're proud to serve businesses across Ohio, Indiana, Delaware, Pennsylvania, Virginia, West Virginia, Maryland, and Kentucky.
Want to hear more about Glo Fiber Business from our customers? Check out our testimonials here.