News & Press
Tri-CoGo, Tri-County EMC’s fiber internet subsidiary, recently began conducting customer surveys to measure overall satisfaction and receive feedback to assist in enhancing the customer experience. Members who have their Tri-CoGo internet service installed are asked to complete a brief, 10-question online survey about different aspects of their experience, including the sign up process, installation and quality of service. Surveys are sent by email after the home installation.
NET PROMOTER SCORE
One key question included in the survey is specifically designed to determine Tri-CoGo’s Net Promoter Score (NPS). The NPS is determined by one basic, but very important question: How likely are you to recommend Tri-CoGo to a friend or colleague?
Participants are asked to rank the likelihood of recommendation on a scale of 0-10, with 10 being the most likely.
According to data collected by SurveyMonkey accounting for 150,000 organizations, the average NPS falls around 32. Since surveys went out in mid-January, Tri-CoGo has earned a NPS of 86, a number that falls within the “Excellent” category and is well above the industry average.
Tri-CoGo is also pleased to report that 97% of survey participants are more satisfied with their Tri-CoGo internet service than they were with their previous provider. Many customers commended the efforts of the Customer Service Team and their ability to make the transition as easy as possible. (45295001)