13/08/2024 | News release | Distributed by Public on 13/08/2024 16:08
At Cumberland Connect, we're proud of-and work hard to maintain-our consistently high Net Promoter Scores® (NPS®), which regularly surpass 90 (far beyond what most in the industry ever achieve!). We're regularly asked to reveal the secrets of our success, and how we can compete with much larger competitors.
As an electric cooperative, we have served communities across rural Tennessee for almost a century. We recognize that subscriber expectations for our broadband service are the same as they are for our electricity service-they expect it to be always available.
Three Ways to Make Network Reliability A Key Differentiator
But our network isn't perfect. We occasionally suffer from outages like everyone else. And yet, we have managed to turn network reliability into a key differentiator. Here are three reasons why:
Subscribers are only as loyal as the last outage, meaning we expect them to look elsewhere if we don't manage the outage well. With tools such as Operations Cloud, we can proactively control the narrative and reduce customer support calls. This fast resolution and proactive communication help Cumberland continue to build trust and loyalty with our subscribers-and continue to grow our business.
Watch this recent Calix webinar, "Minutes Matter: Architect a Highly Available Network," to learn more about building resiliency into your network.
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.