IQ Fiber Achieves an 85 Net Promoter Score for Q1 of 2023

IQ Fiber is making waves in the fiber-optic internet industry!

To measure and improve our customer experience, we distributed an email to customers requesting feedback to generate a Net Promoter Score (NPS) and the results are telling!

A Net Promoter Score is a metric used to measure customer satisfaction and is scaled between -100 and 100. This quarter, IQ Fiber earned a score of 85! Not only is this a top score for internet service providers, but we’ve also managed to beat our own 2022 score! Local competitors’ scores range between -21 and 15. IQ Fiber is happy to provide another internet choice for the Jacksonville area and hopes to continue exceeding customer expectations.

Thanks to the great feedback we received, we’re actively creating a resource center on the website. It will include answers to common questions, video tutorials, and how to get the most out of your service. As always, our customer service team will be available to answer any questions, but we want to offer additional resources for customers to access at any time.

What did customers have to say about IQ Fiber?

“Very happy with IQ Fiber, every aspect from initial install to the few customer service issues (questions) I had have been handled well. Great improvement from the competitors in every way, thank you.” — Laura H. (10/10 rating)

“We have been completely satisfied with our system since IQ Fiber took control. It has been easy to recommend this change to others!” — Marsha C. (10/10 rating)

“So far nothing to improve. It has been so refreshing to deal with a new, highly organized company. IQ Fiber even answers the phone during business hours…. A rare customer service. Oh the Wi-Fi is wonderful!” — Donald S. (10/10 rating)

Why is NPS important?

A net promoter score is a handy tool for understanding and connecting with customers, and also a fast and direct way for customers to provide valuable feedback and improve their customer experience. At IQ Fiber, we care about increasing our score because a higher score means happier customers!

We value all the feedback we receive even if it isn’t all positive. IQ Fiber is learning from each survey response as we continue to grow. Our customers can rely on both our fiber internet services and our local support team.

About IQ Fiber

IQ Fiber is Northeast Florida’s only local fiber-optic internet service provider. Headquartered in Jacksonville, IQ Fiber is transforming the residential broadband market by offering a 100% fiber-optic network with a stress-free guarantee: no contracts, hidden fees, or data caps. Its network is supported by live, local customer service. IQ Fiber is focused on rapidly expanding its residential fiber network across Clay, Duval, Nassau and St. Johns Counties.

Frequently Asked Questions

The internet is the heartbeat of the modern home. We’ve come to rely on it for work, education, entertainment, and shopping. Fiber is the best solution to provide internet because it is:

FAST — 1000 mbps (1G) of speed with fiber internet is about 20 times faster than standard cable. Your time is valuable, so don’t waste it waiting for your internet to load!
RELIABLE — IQ Fiber provides dedicated bandwidth directly to your home, so your speeds don’t dip during peak traffic hours or as more neighbors join the Fiberhood.
SYMMETRICAL — Only fiber has symmetrical upload and download speeds so no matter what you’re doing, you can get it done quickly.
FUTURE-PROOF — Fiber cables are more lightweight, durable, and resilient than copper. Its bandwidth capacity far exceeds what any home requires, so we’ll grow with you as technology changes in the future.
SUSTAINABLE — Traditional cable uses about 12 times more energy than fiber. It generates less heat and is made from more sustainable materials.

Symmetrical speeds are when upload and download speeds are equal. Older mediums like cable and DSL are asymmetrical, meaning you aren’t able to upload data as quickly as you can download it. When your speeds are symmetrical it means video calls work better, video games play faster, and your photos upload in an instant.

Fiber-optic networks are built to transmit data through a thin fiber glass strand using pulses of light. Because each strand is dedicated to each home, there is no sharing of bandwidth between neighbors. In addition, fiber-optic networks need very little electrical power to operate. The data is transmitted at the same speed to the home as it is away from the home with very little lag. Fiber-optic networks are the fastest and most reliable home internet technology available today.

5G is a form of wireless broadband delivered using nearby cell towers while fiber-optic internet is connected directly to your home. FTTH (fiber to the home) connections provide dedicated bandwidth while a 5G shares bandwidth with your neighbors. Though 5G wireless is great for mobile devices when you aren’t home, fiber-optic is much faster and more reliable to use for the many connected devices within your home.

Yes. In most cases you will be able to keep your existing services. However, once you move to our services, you’ll have enough speed and bandwidth to manage all your services over the internet. It’s also easy to move to a voice-over-internet-protocol (VOIP) service like Google Voice or Vonage where you can keep your phone number. You always have the option to remove your home phone altogether in favor of using your cell exclusively instead. Most national security monitoring companies offer “cut the cable cord” services with faster response times than a landline can offer.

IQ Fiber is making waves in the fiber-optic internet industry!

What did customers have to say about IQ Fiber?

Why is NPS important?

About IQ Fiber

Frequently Asked Questions

What’s so special about fiber-optic internet?

What is a symmetrical internet connection?

How does fiber-optic internet work?

How is fiber different from wireless 5G? Is it better?

Can I keep my existing TV, phone, and security services?