Looking To Improve Subscriber Loyalty? Here's One Thing You May Be Missing

BSPs aren’t renowned for having a good consumer reputation. Based on the popular Net Promoter ScoreSM (NPS®) metric, the broadband sector often comes in at rock bottom. Complaints about poor customer service are commonplace, and many providers struggle to retain subscribers and grow their business as a result.    

So, when we saw the recent NPS survey results of Calix customer Tombigbee Fiber, we were astounded. The Mississippi-based provider, the internet service arm of an electric cooperative, reported an NPS of more than nine out of 10—with around two-thirds of respondents awarding them top marks.    

Customer loyalty scores this high are unprecedented in the industry. So how did they do it?  

Sentiment analysis by Calix Business Insights Services revealed one standout factor behind the high NPS: Tombigbee Fiber’s approach to supporting and communicating with its subscribers. One example was their ability to keep subscribers informed during an unexpected outage. While such an event usually causes frustration among subscribers, Tombigbee’s exceptional communications strategy managed to do the opposite. Their subscribers trusted they were in capable hands.   

New Tools Enable Effective Subscriber Communications 

Notifying subscribers promptly about network events—whether unexpected or planned—works only if BSPs have the correct tools available. That’s why Calix is implementing new predictive analytics and advanced event management capabilities on our award-winning platform, enabling BSPs such as Tombigbee Fiber to:   

• Determine the scale of any disruption. Using real-time visual representations, operations teams can quickly understand which areas and subscribers are impacted.  

• Ensure the right people get the right information. Accurate information provides the relevant internal stakeholders—including operations teams, customer service representatives, and field technicians—with the insights they need to prioritize actions.  

• Understand the cause and implement the fix. Whatever the cause of the disruption, BSPs have the tools to understand what damage has occurred and the right workflow processes to remedy the issue.  

Tombigbee's industry-leading customer loyalty scores underline the importance of effective subscriber communications. It’s a way to build trust with your subscribers, reducing the likeliness of churn. Responding effectively to network events rests on understanding and acting on what’s happening across your network, and Calix is providing BSPs with the tools to do just that.  

Learn more about how network ops can help deliver effective subscriber communications in our eBook "How To Make Your Broadband Operations a Subscriber Experience Differentiator: Embrace Predictive Analytics and Machine Learning."

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 ScoreSM and Net Promoter SystemSM are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.