July 19, 2018
Contact: Abbie Tykocki
BURLINGTON TELECOM RECEIVES HIGH MARKS IN ANNUAL CUSTOMER SATISFACTION SURVEY
Exceptional Customer Satisfaction Rating Holds Steady Despite All-Time Low for ISP Industry Nationwide
Burlington’s only 100% fiber-optic network, has maintained its high level of Customer Satisfaction, according to the results of an annual survey. Overall, 90% of customers are satisfied with Burlington Telecom as their internet service provider (ISP).
According to the 2018 American Consumer Satisfaction Index (ACSI) Telecommunications Report released in May, the average satisfaction for internet customers saw a 3% drop this year and, along with subscription TV, has the poorest customer satisfaction rankings among all industries tracked, including airlines and health insurance. The ACSI also found, however, that smaller ISPs like Burlington Telecom “are among the few to keep customer satisfaction stable.”
Rankings for Video Streaming Services and Video-On-Demand industries, which depend on high-speed broadband connections to perform, debuted on the ACSI this year. Over-the-top streaming services like YouTube, Hulu, and Netflix received the top score in the telecommunications industry and are said to have “fundamentally changed buyer expectations” by providing transparent pricing, superior ease-of-use, and better customer service than traditional cable subscriptions.
“Burlington Telecom has always been, first and foremost, an internet service provider. Our ultra-fast fiber broadband speeds, paired with exceptional customer service, have perfectly positioned BT for continuous growth during this technological evolution of streaming video content over the internet. Year over year these survey results reveal progress towards our goal of changing consumer perceptions of what an ISP can and should be.” – Stephen Barraclough, General Manager
Other findings include:
- 91% of customers were pleased with BT’s Customer Service and Technical Support;
- 82% of customers rate Burlington Telecom’s service to be better than our competitors; and
- BT’s Net Promoter Score of 52 remains far above the national average of 32.
The full results of the survey can be viewed at www.burlingtontelecom.com.
Burlington Telecom’s mission is to deliver an exceptional service experience for every customer while providing access to the benefits of the most advanced fiber optic network in the US. For more information about Burlington Telecom services, visit www.burlingtontelecom.com or call 802-540-0007.