Our NPS vs. National Industry Leaders
Update: As of July 2023, SkyLine's NPS has increased to 93! We remain committed to providing high-quality customer service and fiber-optic Internet to our communities, and we are so grateful to each of our customers.
What is NPS?
A Net Promoter Score is a measurement of customer experience and loyalty using a 1-10 scale, and can often be used to predict business growth as well. The measurement is calculated based on one simple question: “How likely is it that you would recommend this company to a friend or colleague?” Respondents are then broken down into three different groups: Promoters (score 9-10), Passives (score 7-8), and Detractors (score 0-6). The overall score is determined by subtracting the percentage of promoters by the percentage of detractors.
Us vs. Our Competitors
Any score higher than zero is typically considered good—anything higher than fifty is considered excellent. According to Customer Guru, the Telecommunications’ industry average is 30. We decided to take a look at our competitor’s NPS’s and found that not only were they all in the negatives, but the scores went all the way down to -79. Our own NPS is 87, beating out some of the top national industry leaders and almost tripling the national average.
That being said, there is always room for growth and improvement. We work everyday to provide our customers with the most advanced technology and the best customer service. For any questions or concerns, please reach out to us at 1-800-759-2226. We want to make sure you are always happy with your SkyLine/SkyBest service.