Full Breakdown
Conexon Connect Achieves High Customer Satisfaction with Net Promoter Score
10/17/2025, 1:38:00 PM
Exceptional Customer Satisfaction Metrics
Conexon Connect, the internet service provider (ISP) arm of Conexon, has reported a Net Promoter Score (NPS) of +79, positioning it among the highest-ranking providers in the internet service industry. This score, significantly above the industry average of +16, reflects a strong level of customer loyalty and satisfaction. The NPS, which ranges from -100 to +100, indicates that Conexon Connect's performance is exceptional, as scores above +75 are considered world-class. The company serves over 100,000 subscribers across more than 20 markets in seven states, including Colorado, Florida, Georgia, Kentucky, Louisiana, Mississippi, and Missouri.
Methodology and Community Engagement
The NPS is derived from customer feedback gathered through a survey that asks respondents how likely they are to recommend the service to others. Conexon Connect's survey, conducted in June, revealed individual market scores reaching as high as +89, underscoring the trust and support the company has cultivated within the communities it serves. Abby Klindt, Chief Customer Experience Officer at Conexon, emphasized that the NPS score validates the company's commitment to delivering exceptional service and building relationships with its customers and local electric cooperatives.
Focus on Rural Connectivity
Conexon Connect operates primarily in rural areas, leveraging existing infrastructure through partnerships with electric cooperatives to provide reliable and affordable fiber broadband services. The company aims to ensure that customers in underserved regions receive internet service that rivals urban providers. This focus on transparency and locally tailored service is central to Conexon Connect's mission, which seeks to enhance connectivity in rural America.
Broader Implications for Rural Broadband
The success of Conexon Connect's model highlights the potential for innovative partnerships in expanding broadband access in rural communities. With nearly 3 million rural Americans now having access to fiber-to-the-home services, and over 1.1 million connected, Conexon has played a significant role in bridging the digital divide. The company has also secured more than $2 billion in federal, state, and local grants for fiber construction projects, making it a leader in broadband funding initiatives.
Criticism and Opposition
While Conexon Connect's achievements are notable, some critics argue that the focus on rural broadband may overlook the needs of urban areas where service can also be lacking. However, the company maintains that its mission is to provide equitable internet access to all communities, regardless of location.
Verbatim Quotes
- “Our NPS score validates the trust our customers place in us and the work our teams do every day to deliver an exceptional service backed by outstanding customer support,” — Abby Klindt, Chief Customer Experience Officer, Conexon
- “We’ve built our model around listening to and partnering with co-ops and communities, and these results show the power of that commitment. This isn’t just about internet service — it’s about relationships, connection, and trust.” — Abby Klindt, Chief Customer Experience Officer, Conexon
Conexon Connect's high NPS score not only reflects its current success but also sets a benchmark for other ISPs aiming to improve customer satisfaction and expand broadband access in underserved areas.
