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). The average NPS in the telecommunications industry is about 30 on a scale that ranges from -100 to 100.

HiLight exceeds industry expectations with an extraordinary NPS score of 82.2 in a survey conducted in February 2026. This continues the trend HiLight has seen in its biannual NPS survey:

Committed to Customer Service

How does HiLight maintain an NPS more than double the industry average? It starts with the local nature of the HiLight network.

HiLight General Manager Paul Recanzone says, “It’s easy to offer excellent customer service when you're serving the community where you live, work, and play.”

• See February 2026 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.