Happy customers are our foundation
The only way we want to grow our business is by making customers so happy that they can’t imagine being with another internet service provider.
improving happiness every day
To measure how happy our customers are we use a couple of key indicators.
Each month we review our customer satisfaction ratings which are left once a sales or support query has been answered. We aim for 95%+ satisfaction and consistently surpass that.
The other key way we make sure we are doing the right thing by you and our other customers is to get an NPS score via our annual survey.
What is NPS?
A Net Promoter Score (NPS) is a well established and near-universally adopted measure of customer loyalty and how likely customers are to refer a company’s products and services to others. It’s based around the question you’ve probably seen hundreds of times.
“With 0 being the lowest and 10 being the highest, how likely is it that you would recommend x to a friend or family member?”
The 9s and 10s are “Promoters” and 0s to 6s are “Detractors”. To get the NPS score the overall % of Detractors is deducted from the overall % of Promoters. The better the score, the better job we’re doing of focusing on our customers.
In the most recent survey, our average rating was 8.7, with 49.2% of our fantastic customers giving us a 10 out of 10. Landing Lightwire a NPS score of 53 in 2021. Curious about the results from our latest survey? Read them here…
How does a NPS score of 53 stack up?
A score over 50 is considered excellent, so 53 is a result we are extremely proud of. It reflects our focus on providing local support, almost non-existent wait times on sales and support calls, fast speeds and reliable service.
We have failed to find any other New Zealand based residential ISP scoring above 33, so as far as comparisons go, we are looking pretty good.
Life is too short for Terrible internet (providers)
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