What Running a Better Operation Actually Looks Like – And Why It Matters to You

If you've ever waited for a technician or a customer service call, or felt the frustration of repeated internet outages, you know how much it matters when a company delivers on its promises. At Optimum, we believe operational excellence isn't just an internal goal - it's the foundation of your experience as a customer. That's why we've made significant changes in how we operate, focusing on reliability, responsiveness, and results that you can see and feel each day.

Our Transformation Journey: Putting Customers First

Imagine the difference between a service call that solves your issue the first time, and one where you have to call back - maybe even more than once. We heard your stories and knew we could do better. Over the past year at Optimum, we've transformed our network operations and customer service, making sure our teams show up prepared and ready to get it right the first time. This shift has meant fewer outages, quicker resolutions, and real improvements in your day-to-day experience.

Key Metrics That Show Progress

• Network Investment: In 2025, we invested over $140 million into improving our network and infrastructure, reaching nearly 50% of our customers. This upgrade means stronger, more reliable connections for you.

• Tech Productivity: Our technicians are now more efficient than ever, with productivity up by more than 30%. That means faster service visits and fewer delays to get you connected.

• Field Completion Rate: For over 26 consecutive months, our teams have maintained a field completion rate above 90%. We're finishing jobs right the first time, reducing the need for follow-ups and disruptions to your service.

• Global NPS: Customer satisfaction is up, with a 53% increase in our Net Promoter Score - proof that these changes are making a real difference.

• Fewer Disconnects: Because we're solving problems before they grow, we've issued thousands fewer disconnects. This shows we're meeting your needs up front, saving both you and us time.

First Time Right: Reducing Outages and Improving Reliability

One of the most impactful changes has been our commitment to "First Time Right." We know that every service visit matters, and missing the mark costs you time, energy, and trust. By improving employee training, streamlining processes, and investing in enhanced technology, we've cut outages and reduced repeat visits. Now, our technicians arrive prepared to solve your issue the first time, so you can get back to what matters most.