How do internet service providers assess customer satisfaction?

One of the best ways to measure is the Net Promotor Score, or “NPS”, using a simple formula: (Positive Reviews – Negative Reviews = Net Promotor Score).

In the telecommunications industry, the average Net Promotor Score among companies is a 31 on a scale that ranges from -100 to 100. 

For comparison, HiLight’s score is 81.1.

Committed to Customer Service

Why is HiLight’s score of 81.1 more than double the industry average?

The answer is grounded in the Hillsboro community.

• See February 2025 survey results of HiLight customers

The HiLight team works hard to bring world-class internet services to Hillsboro residents and businesses – and to reflect the City of Hillsboro’s values. Delivering exceptional customer service is at the core of HiLight’s mission to serve the community.

Achieving a Net Promotor Score so high above telecommunications industry standards helps the HiLight team know they are on the right track.
 
*Average for telecommunications companies is according to Experience Benchmarks by CustomerGauge.