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Altnet Fibre Broadband ISP Glide Hails Net Promoter Score

Friday, April 30th, 2021 (11:38 am) - Score 1,248
glide 2020 logo uk isp

Business and residential UK ISP Glide Group, which claims to have a national “full fibre” broadband network that reaches over 100,000 premises, has today hailed the fact that they’ve managed to record an extremely strong Net Promoter Score (NPS) level of +91.84 since September 2020 and +80 for service delivery in 2021.

NPS scores are designed to measure the willingness of customers to recommend a particular company’s products or services to others (on a scale of -100 to 100). At present only around 10% of UK brands get an NPS of 40 or more and 80+ is considered by Bain & Co, the creators of the system, to be “world class“.

The news comes after a decision in December 2020, which saw Glide partner with Grainger, a UK listed provider of private rental homes, to enhance its residents’ connectivity experience by delivering increased base speed for all residents served from 100Mbps to 250Mbps, free of charge. Scoring Glide 100% for its service, Grainger cited that these higher speeds have ensured that residents can now work and play from home with ease.

This level of customer satisfaction is a testament to the continued hard work and dedication of Glide employees this last year. Add this to our record year of retention, and it shows how hard Glide has worked to make this a real success story amidst such unusual circumstances,” said Glide’s Customer Experience Director, Rhys Thomas. “We are exceptionally proud to be a part of the UK’s journey to full fibre, whilst setting the standard for best practice and exceeding customer expectations through our specialist team.”

Leave a Comment
4 Responses
  1. Avatar Cynical Joe says:

    Incredible score but doesn’t match online reviews so this is most likely an internal exercise using a very small sample size.

    1. Avatar Oggy says:

      Yeah, would be interesting to see how small the sample size was.

  2. Avatar Walter Wellington says:

    Wow… this is good publicity for Glide, which I would personally support as a residential customer. I have recently signed up to a new 24 month contract with them. They are not cheap (£78 for 80/20) but there are no other vdsl providers to my home. The service and speed has been largely faultless during lockdown and even at the busiest times of day, the service is fast which might be due to their low contention ratio.
    Having said all of the above, I acknowledge that my positive experience is not shared by all.

    1. Avatar NE555 says:

      Glide is the rebranding of the former WarwickNet. They have installed their own VDSL cabinets in certain areas (sub-loop unbundling) – so if you’re in the footprint of a Glide cabinet, you generally don’t have any alternative.

      https://forums.thinkbroadband.com/fibre/4663926-experiences-with-glide-waricknet.html

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