Last month, we reached out to our valued SwiftCurrent Connect customers with a simple but important question: Would you recommend us to your friends or colleagues? Alongside this, we included follow-up questions to gain deeper insights into how we can enhance your experience and ensure your community-owned broadband network continues to provide reliable, affordable, and world-class service.
We are thrilled to share the results! SwiftCurrent Connect achieved a Net Promoter Score (NPS) of 78, marking a 13-point increase from our previous survey. NPS is a key industry metric used to measure customer satisfaction and loyalty, and our score reflects your confidence in our service.
For comparison, many telecom providers score below 50, with some struggling to maintain a positive score. Even Amazon, often regarded as a gold standard in customer service, typically only achieves an NPS of around 55. While we are incredibly proud of our score, we remain focused on finding ways to serve you even better.
Listening to Your Feedback
The follow-up questions provided us with valuable insights into areas for improvement, one of which is the cost of service. We take this feedback seriously and want to assure you that as a community-owned broadband provider, our pricing and strategic decisions are carefully reviewed by our board of directors.
SwiftCurrent Connect President Nate Boettcher explains, “Our approach to service and product pricing for our broadband business balances maintaining a competitive price position while making significant investments in infrastructure and staffing to deliver exceptional service. Service will separate us from the competition. Since SwiftCurrent Connect’s inception, we have never raised our prices. Instead, we’ve doubled internet speeds across all service tiers at no additional cost. As we grow our subscriber base, we aim to further distribute costs, which will allow us to explore expanded service offerings and potential price adjustments in the future.”
Looking Ahead to 2025
We extend our heartfelt thanks to everyone who participated in the survey and to all our customers for your trust and support. Your feedback helps us shape our vision for the future and drives us to continuously improve.
As we move into 2025, we’re excited to keep delivering the reliable, high-quality service you deserve. Thank you for being part of the SwiftCurrent Connect family—we look forward to serving you in the years ahead!
— The SwiftCurrent Connect Team
