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. Our NPS score lets us know we are on track towards our goal of delivering an exceptional experience for customers, especially with the industry average at 0.
We are proud of these results.
Average time to Answer
At Fusion Connect, we put our customers at the center of everything that we do and that commitment shows through our short average wait times. We value your time and want to ensure that you have responsive support when you need us the most.
We prioritize answering the phone promptly with real people who are ready to listen, understand, and solve problems without delay. We want our customers to feel heard, valued and taken care of.
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 4.7 out of 5 (94%) 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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