Celebrating C2F's 10,000th Subscriber
Posted on April 27th, 2023
From Your Board Chairman, Rick love
Connect2First (C2F) celebrated a milestone in early March by connecting our 10,000th customer. It sounds cheesy, but we're moving at the speed of light!
C2F crews and contractors are working in the co-op's five districts to engineer, construct and deploy gig-speed internet to all co-op members. We have an aggressive schedule and construction process in place, and I'm proud to say we're more than 4,000 miles into an 8,000-mile buildout.
It takes an inside team to support the sales and service requests created by the construction. I'm pleased to tell you we have a group of customer experience specialists who all reside in Arkansas. In March alone, 855 new customers were added, and the team fielded over 3,400 calls. For a small group, they are focused and service-driven!
Our philosophy is to "underpromise and overdeliver" To gauge this process, all new customers receive a survey from C2F to rate the fiber technicians' and customer experience specialists' overall performance based upon professionalism and knowledge. I'm happy to report (but not surprised) that all categories scored well above 94%.
The survey also asks a question that calculates our Net Promoter Score (NPS), which was created by Bain & Company, a management consulting firm. The scoring system has been widely adopted by many different business segments. The NPS approach is based on asking customers a single question that predicts the likelihood of both repurchase and referral: "How likely is it that you would recommend this company to a friend or colleague?"
NPS is calculated using a 0-10 rating scale. Then, the accumulated ratings are graded as one number on a 100-point scale.
The industry average NPS for telecommunications/internet service provider is 30. C2F knocked it out of the park in 2022 with a score of 86! I tip my hat to the employees and contractors working in the trenches. They're getting a job done that is desperately needed in the areas we serve.