Tag Archive for: Pulse2023

Pulse Internet Is Obsessed With Outstanding Service and Our Scores Show It

When an organization has no fiduciary responsibility to profit-earning shareholders, and it exists only to serve the community, a key success metric becomes: How do our customers feel about the experience we deliver? 

We are proud to report that Pulse customers are very satisfied. Even more impressive is how our community-owned internet utility stacks up against major internet service players around the nation.  How are we comparing our rankings? 

What is a Net Promoter Score?

The Net Promoter Score (NPS) is a widely used metric that gauges customer satisfaction. The score is based on a simple survey question that asks customers to rate their likelihood to recommend a service to a friend or family member on a scale of 1-10, with 0 being “not at all likely” and 10 being “extremely likely.” To calculate the score, subtract the percentage of detractors from the percentage of promoters. The resulting score can range from -100 to 100, with higher scores indicating greater customer satisfaction.

Pulse scores over 17 times higher on customer satisfaction than the national average

In August 2022, PC Magazine collected data about 16 of the top internet service providers (ISPs) in the country. The average rating among them all was four. Pulse’s customer survey net promoter score is 68.4! Our customers are surveyed after they’ve been online with us for a while and had the full Pulse experience. They are able to provide feedback about the entire process: sign-up, pre-installation, installation, and our rock-solid fiber-optic service. The survey includes many questions, and the aim is always to find out if there’s anything that can be  improved upon. But it’s also where we’ve learned that Lovelanders are jazzed by the entire Pulse experience!

Pulse is on track to complete phase 1 construction (defined as within city limits when construction began in 2019) by the end of 2023. Check to see if we’re ready to serve you now at pulsefiber.org/CheckAvailability, or give our friendly, locally-based customer service team a call at 970-541-4990. 

About Pulse

Pulse offers multi-gigabit-speed Internet, PulseTV, and Voice services on a fiber-optic fast network. The community-owned fiber utility is built with a promise to connect the entire Loveland community, be transparent with rates and speeds, and provide local service and responsiveness second to none. Please visit pulsefiber.org to learn more.

2023 New Year, New Internet!

Today’s homes and businesses are brimming with connected devices – TVs, watches, phones, washing machines, health-monitoring jewelry, security devices, you name it! With Pulse’s rock-solid fiber-optic network, Lovelanders can confidently stay connected no matter their streaming and internet needs. To think through the speed that makes sense for you, consider the total number of devices and how much bandwidth each one consumes.

Counting Devices

Use the following list to ensure you don’t miss any device.

  • Start with personal devices – laptop, tablet, cell phone, watch, gaming devices, etc.
  • Do the same for every other adult using the connection.
  • Think through all of the smart TVs, including televisions that use a streaming device (e.g., Amazon Fire Stick, AppleTV, etc.)
  • Count children’s laptops, tablets, and cell phones.
  • Finally, count home devices like smart speakers (think Alexa-Echo or Google Home devices), doorbells (ex. Ring), irrigation controllers, security video cameras, appliances (robot vacuum to sous vides), thermostats, and security systems.

Consider The Bandwidth

Bandwidth is the maximum capacity a connection can deliver. Higher bandwidth means more data can be sent to and from more devices. Remember, certain devices use more bandwidth than others. For example, 4K smart TVs use a lot to stream programs – so, if you have multiple smart TVs streaming simultaneously on a small bandwidth connection, you may experience buffering.

Whether using an internet connected mobile phone for a simple web search, or engaging in a more intensive activity like watching YouTube, if your kids are actively using their cell phones, expect they are consuming bandwidth. Laptops and tablets consume bandwidth for gaming or file sharing. Even your Echo smart assistance will take up bandwidth if you’re streaming music while getting dinner prepared.

Adding It All Up and Upgrading Your Connection

Upgrading your internet will improve the performance of all the devices in your home. Increasing connectivity ensures everyone can use their devices at the same time without experiencing slowdowns! Selecting Pulse’s My Gig – a gigabit of symmetrical connectivity per second –  means that nobody needs to take turns on video conferences for work, or who streams which show or movie at a given time, or plays online games against their friends. Give our friendly, locally-based Customer Service team a call 970-541-4990 so we can answer all your questions and help you choose the best internet speed plan to meet your device and bandwidth needs, or visit us online at pulsefiber.org

About Pulse

Pulse offers multi-gigabit-speed Internet, PulseTV, and Voice services on a fiber-optic fast network. The community-owned fiber utility is built with a promise to connect the entire Loveland community, be transparent with rates and speeds, and provide local service and responsiveness second to none. Please visit pulsefiber.org to learn more.

2022 Was A Big Year For Pulse, 2023 Is Shaping Up To Be Even Bigger

As year three of Pulse network construction comes to a close, the team is proud of what has been accomplished since the beginning of 2022 – and excited for what’s to come in 2023! In the spirit of the season, these are a few of our favorite things… 

  • International Customer Experience Award – We are always working on ways to deliver on our promise of a rock-solid utility backed by outstanding customer service. First, we are building a state-of-the-art multi-gigabit network that will be available at every address in the city. Then, we optimized our backend systems to create an incredible customer experience . We are proud to report that Pulse was recognized with the SugarCRM “2022 Customer Experience Innovation Breakthrough Award.” This recognition is for our true end-to-end customer experience implemented across service, tech support, engineering, marketing, and sales. The Breakthrough Awards celebrate businesses across the globe, so it is an honor for Pulse’s bold vision to be recognized.
  • Gold Stars From Our Customers – With over 70 Google customer reviews, we are rated at 4.6 stars. With grades like these, we know our customers are satisfied. See for yourself at pulsefiber.org/CustomerLoveStories
  • Accessible and Affordable – We launched the Pulse Affordable Connectivity Program Supplement in September, offering assistance beyond the standard Federal plan for disadvantaged households. With the Pulse ACP Supplement, qualifying customers are eligible for free or reduced-priced connectivity, depending on their selected package. Since launching this expanded aid, we’ve doubled the number of homes in need being served with these funds. Find out if you’re eligible at pulsefiber.org/ACP
  • Loveland Businesses Love Pulse – Service to Loveland’s businesses – the economic life-blood of our community – is hopping! We recommend businesses interested in switching to Pulse in the near future reach out to us as soon as possible for bookings in the new year. Our dance card is filling up quickly! Fill out this online form, and we’ll get back to you ASAP: pulsefiber.org/Business
  • Out In the Community & Recognized By The Community – Pulse has been out and about (and in some cases, in or online) at over 30 events to connect with our community this year. Sponsoring a blood drive, educating the community at farmer’s markets and on webinars, hanging out at the Corn Roast, and many others. We have also been honored by the community. Pulse was recognized at the LiveLoveland.Org 60 Years of Seeds of Innovation Event with the 2022 Community Champion Award, and with the 2022 Aspiring Innovation Award from the Loveland Chamber of Commerce. 

With 2023 around the corner, we’re getting excited as Phase 1 of the construction project is entering the home stretch. We are also working on new features, tools, and processes to keep delivering on our promises of incredible service to the community (current Pulse customers, you’ll want to keep a close eye on upcoming announcements!). If you haven’t already, check to see if your address is in a Pulse-ready area now, and keep in touch with us for news, updates, and feature launches at pulsefiber.org/CheckAvailability

 

Pulse offers multi-gigabit-speed Internet, PulseTV, and Voice services on a fiber-optic fast network. The community-owned fiber utility is built with a promise to connect the entire Loveland community, be transparent with rates and speeds, and provide local service and responsiveness second to none.