WightFibre has delivered another outstanding performance in customer satisfaction. The company has, once again, been awarded the prestigious ServiceMark with Distinction from the Institute of Customer Service (ICS).

The award recognises the company’s excellent service and customer satisfaction. It is a repeat performance the company is especially proud of, as it was the first broadband company to secure the accreditation with distinction in 2021.

The latest survey results highlight WightFibre’s commitment to excellence. With a Customer Satisfaction score of 90.4 – significantly higher than the sector average of 73.3 – WightFibre sets a high bar for telecommunications companies across the UK. Additionally, its Net Promoter Score of 71.3 reflects strong customer loyalty and advocacy, while a low Customer

Effort score of 2.4 indicates user-friendly experience for customers.

Customers frequently describe WightFibre as “satisfied,” “helpful,” “happy,” and “reliable.” Feedback also highlighted the professionalism and friendliness of staff, praised the ease of use, and the reliability of its broadband services.

CEO, John Irvine, thanked the thousands of customers and employees who took part in the ICS assessment. He added: “WightFibre is not just another broadband provider; we’re rapidly becoming the number one broadband provider on the Isle of Wight. Our secret sauce? Our localness. It’s what sets us apart. At all levels in the company, we care about delivering exceptional service to our Island community.”

David Beckett, head of customer service, was proud of the recognition. He said: “The team is always ready to help and resolve any issues promptly. Our dedication to customer satisfaction is evident in every interaction with our over 22,000 customers.”

The independent assessor for the CSI award, Julija Suzejeve, praised the company’s commitment to meeting and exceeding customer expectations as they evolve. She explained that the high results were based on a commitment to learning from feedback and investing in staff training. “Exceptional service became an unwavering part of their culture,” she added.