NPS (Net Promoter Score) is a simple but powerful metric that measures customer loyalty and satisfaction.
At Fusion Connect, we use NPS as a key indicator of how well we’re delivering on our promise to put customers first. How are we doing towards our goal of delivering an exceptional experience for customers? We are proud of these results.
NPS is based on one question: “How likely are you to recommend us to a colleague or peer?”
At Fusion Connect, we are excited to share that customers that are strong promoters and would recommend Fusion Connect has doubled tell us that customers are happy with their experience.
2x increase in likelihood to recommend over the past 12 months!
While NPS reflects long-term loyalty, customer satisfaction score (CSAT) gives us real-time insight into how well we’re delivering on expectations in the moment whether it’s a support call, a service deployment, or a billing inquiry.
At Fusion Connect, CSAT helps us stay close to what matters most—your day-to-day experience with us.
+9.0% Year-over-Year CSAT Growth (2024→2025)
Accelerating satisfaction!
At Fusion Connect, we view technical support as a direct extension of our commitment to customer experience. That’s why we closely monitor our Customer Satisfaction Score (CSAT) across all support tiers.
A CSAT rating of 4.5 out of 5 across Tier 1 and Tier 2 support isn’t just a number—it’s a signal that our teams are consistently delivering fast, effective, and empathetic service where it matters most.
At Fusion Connect, we don’t view great customer experience excellence as a one-time achievement.It’s a daily commitment to staying sharp, responsive, and aligned with our customers’ evolving needs. Excellence means showing up with consistency, care, and accountability—every single day—so our customers get the best experience possible, not just once, but with every moment, every interaction. It’s a journey and we are excited to always but pushing to reach new heights.
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