FirstLight’s Net Promoter Score: Why Customers Rate Us Higher, Even After Service Issues

Every provider talks about uptime.

Fewer talk about what happens when something goes wrong.

At FirstLight, we think that's the real test.

Because no network or technology is perfect. Issues happen. What matters is how quickly they're resolved, how clearly you're supported, and whether your provider actually takes ownership.

That's where we're different.

Our Customers Rate Us When It Matters Most

FirstLight's Net Promoter Score (NPS) is more than 50% higher than the telecom industry average.

But here's what makes that number meaningful:

We don't just measure NPS after smooth, uneventful service.

We measure it after a customer has experienced a technical issue.

In other words, our customers are rating us at the moment when expectations are highest and patience is lowest.

And even then, they're telling us we outperform other providers.

Why That Should Matter to You

If you're evaluating a provider, it's easy to get caught up in speeds, feeds, and feature lists.

But those aren't what define your day-to-day experience.

What defines it is:
• How fast you get help when something breaks
• Whether you're dealing with one accountable team or multiple vendors
• Whether you get answers… or the runaround

That's where many providers fall short.

And it's exactly where FirstLight is built to deliver.

Built for the Moments That Matter

We've invested in:
• A high-performance, low-latency network across the Northeast
• Cloud, communications, and security solutions that are built to work together
• Local, responsive support teams that understand your full environment, not just one piece of it
• An operating model that prioritizes fast resolution and clear ownership

Because when your business depends on your technology, "eventually fixed" isn't good enough.

The Bottom Line

Anyone can look good when everything is working.

The real question is:
When something goes wrong, will your provider step up, or make things harder?

Our customers have answered that question.