Customer loyalty grows stronger for Greenlight Networks

Customer loyalty grows stronger for Greenlight Networks

(File photo)

Loyalty among Greenlight Networks customers continues to grow, according to a Net Promoter Score survey completed in October.

The Henrietta-based fiber-to-home provider received an NPS of +84.5, a jump of nearly 10 percent from the industry-record NPS of +77.4 from 2020.

“Seeing our NPS score continually increase is a true testament to the dedication of our team to deliver a high-speed internet service that is intentionally different and better than the competition,” Mark Murphy, CEO of Greenlight Networks, said in a news release. “Our NPS score reflects the trust our customers place in us to deliver a reliable internet service that provides the freedom to work, play, and live without limits.”

Customers gave Greenlight high scores for fast internet speeds, simple pricing and quality customer service. Greenlight’s pricing hasn’t changed since the company’s launch in 2011, and the fiber network provides synchronous upload and download speeds.

The company continues to expand reach in Rochester, Buffalo, the Capital District and Binghamton, and has plans to branch out to neighboring states.

As a comparison, the average NPS for internet providers nationwide is +6, according to analysis by Satmetrix. While Greenlight is a regional provider, the best NPS by a national internet provider is Verizon Fios at +31.

Average scores vary greatly by industry. For department & specialty stores, the average is 62 and the nationwide leader is Costco at +80. For hotels, the average score is 26 with Ritz Carlton tops at +63.

[email protected]/(585) 653-4020