Shentel Commercial Division Delivers Strong 2024 Net Promoter Score, Reflecting Customer Satisfaction and Loyalty

May 01, 2025 at 2:11 PM EST

At Shentel Business, we strive to ensure our customers receive the best possible service and network solutions. That's why we place significant emphasis on understanding their experiences and feedback. We're excited to share the results of our 2024 Net Promoter Score (NPS) survey, which demonstrates our commitment to customer satisfaction.

We're pleased to announce that Shentel Business has achieved an NPS of 20.0, with 48% of customers identifying themselves as promoters, meaning they have already recommended our services. When asked what drove their positive responses, customers consistently highlighted reliability and quality of their services, as well as customer service experiences. Customer feedback included comments such as,

“I have had reliable and fast service with Shentel and they have excellent customer service.”
“Anytime I have had a problem, which isn't often, customer service has been extremely helpful and courteous.”
“They are quick to respond to any problem. They have great service.”

For those unfamiliar with the NPS, it’s a widely recognized metric developed more than two decades ago by Bain and Company. Considered the gold standard for measuring customer loyalty, the NPS tracks how likely customers are to recommend a business to others. It’s based on a simple question and results in a score ranging from -100 to +100, with higher scores indicating greater customer satisfaction.

The 2024 NPS represents a 15.5-point increase over Shentel Business’s 2023 score. This point growth is a testament to the improvements and investments we have made in the business, including changes driven by customer feedback in the 2023 survey.

Glo Fiber, a Shentel company, also reported strong NPS results for both business and residential segments. Glo Fiber Business reported a 47.6 NPS with Glo Fiber’s residential service earning an impressive 69 NPS, showing positive momentum across all segments.

At Shentel Business, we remain dedicated to delivering exceptional network solutions and customer experiences. We’re grateful for the feedback from our customers, and we’ll continue to use it to drive further improvements and innovation.