EXCLUSIVE: Customer Satisfaction All-Stars
Customer satisfaction is at the heart of everything operators do, inspiring network upgrades, launching innovative digital toolkits and more. Each provider has developed its own strategy on how best to attract and retain customers with a focus on reliability, speeds and top-notch service, but which are gaining the most traction? CTAM partnered with HarrisX to gain a comprehensive understanding of the state of customer experience and improvements in the segment across the broadband landscape. That collaboration gave birth to the CTAM/HarrisX Internet Service Satisfaction Survey. The hope is that this will create a baseline that helps CTAM members better understand their performance relative to other cable operators providing broadband. By examining various companies’ customer satisfaction and the likelihood to recommend via NPS scores, CTAM hopes over time to obtain a comprehensive understanding of the state of customer experience improvement across the broadband landscape and identify patterns for members to proactively refine their strategies. HarrisX took a national sample of 71,204 household decision makers and surveyed them from January to December 2023, asking them how satisfied they were with their home internet service from their provider. Eleven MSOs had a large enough subbase to be included in the survey. We’re proud to exclusively share not only the top 3 providers from that survey, but also what sets them apart from the rest of the pack.
1. Armstrong
Founded in 1946, Armstrong’s origins are as a telephone plant construction company that hoped to bring communications technologies to Kittanning, Pennsylvania, and the surrounding areas. It has operated HFC networks since the early 1990s before diving into fiber-to-the-home for new builds a decade later. And in 2018, it began upgrading its footprint through its Network to the Future initiative. Armstrong is deploying XGS PON in hopes of eventually providing 10G symmetrical speeds to customers, and when the upgrade program is complete, more than 50% of Armstrong customers will have access to upgraded capacity and speeds. Customers have a variety of ways to reach out to Armstrong support should they run into a problem. They can interact with smart bot Jonah, talk with an Armstrong employee over the phone or stop by any one of the company’s 13 local offices to ask questions, pay bills or manage equipment. Armstrong’s NPS score is typically in the 60s, and when customers do have a complaint, the company dives in and investigates how to improve processes for the future. “We consider our Zoom Internet services to be second to none. The modem is included in the product price. In addition, a few years ago, we decided to include Enhanced WiFi supercharged by Plume with our main Internet tiers. The response has been extraordinary and appreciated as customers saw WiFi as being table stakes and did not want to be nickel-and-dimed with extra charges,” VP, Marketing and Sales Ken Ashley says. “Overall, our customers get a lot for their money, our services work and when they have questions or need anything, they can reach out to us 24/7/365 for free customer care.”
Standout Features: Armstrong continues to expand its network capacity and believes its investment in FTTH technology will eventually yield speeds of 50 and 100 Gbps for its customers along with enhanced reliability. All Zoom internet customers also receive free Trend Micro’s Maximum Security 10 to keep their connected devices secure and additional protection from the Plume Homepass app. It offers all new customers interested in video service options to subscribe to its EXP Stream product, powered by TiVo. Armstrong also has not raised its internet rates in four years.
How It’s Innovating: Armstrong is thoughtfully embracing AI, using it in the background of its operations to provide its customer service personnel with better information, faster. They can use past interactions with customers to meet that customer where they are, treating them more like family than anything else. Armstrong is also hoping its AI investments will enhance its self-install kits and empower subscribers to take ownership over their service, if they wish. “The key for us is to listen to and solicit feedback from our customers. And it’s incredibly important that customers do not ever feel that they’re being forced into a bot or self-service option. Yet, for those who choose it, we want them to have a great experience,” Ashley says. “If at any time they need to talk to us or want us to come to their home, we continue to do so for free, and in our well-known blue booties.”
2. Blue Ridge
Blue Ridge is a regional provider serving large swaths of Pennsylvania. It’s in the process of upgrading its 8,000-mile network to a 100% fiber-to-the-home solution. It currently offers speeds of up to 2 Gbps with up to 40 Mbps uploads across its footprint, with internet speeds of up to 8 Gig in its complete FTTH markets. To help deliver a top-notch wireless experience in the home, Blue Ridge offers the eero Pro 6E and it has recently introduced the Blue Ridge HomeFi Max powered by eero’s latest WiFi 7 technology. “We approach the customer experience by prioritizing reliable connectivity, responsive customer service and technologically advanced products. We focus on providing affordable high-speed internet, a wide range of speeds to fit customer needs, unlimited data to support connected homes and businesses, and quick resolution of issues with free service calls,” says Joe Lorah, Blue Ridge’s Director of Government and Public Affairs.
Standout Features: Blue Ridge’s product line includes advanced mesh WiFi, affordable multi-layer cyber security with identity monitoring and integrated content streaming options. It also has easy-to-use online portals and apps for customers to manage their accounts and services efficiently.
How It’s Innovating: Blue Ridge’s decision to go fully fiber is evidence that it’s not resting on its laurels. At a time when many operators are trying to decide how to add mobile to their product mix, it recently launched Blue Ridge Mobile with expansive 5G 4G LTE coverage. Unlimited plans starting as low as $30/month. “We invest in cutting-edge technologies and stay ahead of industry trends to provide our customers with the best possible internet experience,” says Lorah. “We are innovating by continuously enhancing our network infrastructure to deliver faster speeds, implementing advanced cybersecurity measures, and developing user-friendly digital tools.”
3. Comcast
The only Tier 1 provider to make the top 3, Comcast’s approach to providing the best home internet experience starts with its commitment to a cutting-edge network. It then layers in advanced gateways and WiFi devices. Last year it became the first ISP to offer a product to maintain connectivity when severe weather strikes through its Storm Ready WiFi offering. The device is equipped with cellular back-up and a four-hour rechargeable battery to keep customers up and running. “It all kind of starts with wanting to really have that best in-home WiFi experience, but also continuing to innovate against it and making sure that we are constantly monitoring the latest technology to determine whether it’s something to include for our customers or if it’s just a distraction. And making sure that customers have access to that as affordably as possible,” says Emily Waldorf, Comcast’ SVP, Consumer Internet Services.
Standout Features: All things go through the Xfinity App. This is a robust experience that allows customers to turn on advanced security features or parental controls, but it also allows them to run diagnostics, including testing WiFi speeds throughout the home and even pinpointing if there is just a single device having issues. Comcast is continuously working to identify issues before they are a problem. Waldorf says the company performs about 700,000 network diagnostic speed tests on most days to proactively troubleshoot. It uses active technology to check about 4,000 or more telemetry data points across the 50 million modems on its network. Outside the home, it boasts 23 million hotspots to keep customers connected.
How It’s Innovating: Comcast is in the process of trialing WiFi Motion, which essentially turns gateways and WiFi pods into motion sensors in the home. “It’s great for if you want to monitor your kids as they come home from school or if you have an aging elderly parent who lives independently. It is a very cool technology that enables you to really have control over your home like you’ve never had before,” says Waldorf. The operator is in the middle of trials now for Low Latency DOCSIS, which dramatically reduces the lag, particularly important with VR and video conferencing. Comcast is also on track to introduce WiFi 7 early next year. It’ll be launched in a new gateway that also will enable multi-gig symmetrical speeds.