WightFibre has achieved exceptional results in the latest Business Benchmarking survey conducted by The Institute of Customer Service and the UKCSI.
The company has been awarded The Institute of Customer Service’s ServiceMark with Distinction Accreditation. WightFibre was the first broadband company in the UK to secure the accreditation with distinction in 2021, and being accredited for the 2nd time is a real achievement.
The highlights of the survey include:
- Customer Satisfaction Index (CSI): WightFibre achieved a CSI score of 90.4, significantly higher than the Telecommunications & Media sector average of 73.3 and the UK all-sector average of 75.8.
- Net Promoter Score (NPS): WightFibre’s NPS stands at 71.3, reflecting strong customer loyalty and advocacy.
- Customer Effort: Customers reported a low effort score of 2.4, indicating that WightFibre makes it easy for customers to do business with them.
- Top Customer Descriptions: Customers frequently described WightFibre as “satisfied,” “helpful,” “happy,” “service,” and “good”.
WightFibre customers expressed high levels of satisfaction with the company’s services, highlighting the professionalism, efficiency, and friendliness of the staff. Customers also appreciated the ease of use and reliability of WightFibre’s services.
John Irvine, CEO of WightFibre, said:
“A big thank you to the thousands of WightFibre customers and our employees who took part in the ICS assessment.
“WightFibre is not just another broadband provider; we’re rapidly becoming the number one broadband provider on the Isle of Wight. WightFibre’s secret sauce? Our localness. It’s what sets us apart. At all levels in the company we care about delivering exceptional service to our island community.”.
David Beckett, Head of Customer Service at WightFibre said:
“Our Service Mark with Distinction proves WightFibre’s customer service is exceptional. The team is always ready to help and resolve any issues promptly. Our dedication to customer satisfaction is evident in every interaction with our over 22 000 customers.”
Jo Causon, CEO of The Institute of Customer Service, commented:
“Congratulations to WightFibre for achieving ServiceMark with Distinction once again. Achieving this independent benchmark for a 2nd time demonstrates a renewed commitment to a strong and differentiating service strategy, alongside providing the teams at WightFibre with detailed customer feedback in order to continue improving and enhancing their customer’s experience – and we look forward to working with them in this capacity.”
The independent assessor, Julija Suzejeva, reviewing WightFibre’s accreditation, commented:
“WightFibre have gone from strength to strength in their customer value proposition, consistently refining their offerings to meet and exceed evolving customer expectations. Their unwavering commitment to quality, reliability, and excellent service has helped foster lasting trust and loyalty among their customers.
“Having achieved the ServiceMark with Distinction previously, the team far from rested on their laurels; instead, they used it as a springboard for further improvement. Determined to set even higher standards, they continuously sought feedback, refined their processes, and invested in training to ensure that exceptional service became an unwavering part of their culture”.
I wish WightFibre stopped sending me leaflets
in the post – IF I WANT WIGHTFIBRE I WILL CONTACT
WIGHTFIBRE! I don’t need WightFibre contacting myself.
Think of the planet, what a waste of unnesseccary
paper.
excellent company excellent service..