Net Promoter Score for United Communications Skyrockets To +72 Just One Year After Investing in Calix Revenue EDGE for Its Premium Wi-Fi Offering

Calix, Inc. (NYSE: CALX) today announced that United Communications, a subsidiary of Middle Tennessee Electric, the second-largest electric cooperative in the United States, has boosted its Net Promoter Score (NPS) to an incredible +72 just one year after deploying Calix Revenue EDGE as the foundation for its premium managed Wi-Fi offering. This far exceeds the average NPS of zero for the industry, which has long struggled with a reputation for poor customer experience. United Communications’ service is powered by the full Revenue EDGE portfolio, including GigaSpire BLAST systems and UControl—the company’s branded CommandIQ mobile app—and leverages the insights from the tight integration between CommandIQ and Calix Support Cloud, giving the broadband service providers (BSP) unprecedented visibility into subscribers’ home networks. This has simplified the troubleshooting process significantly, yielding fewer truck rolls, improvements in first-call resolution, and increased operational efficiency and subscriber satisfaction—the exact metric that directly tracks to higher NPS.

Collectively, these successes have helped United Communications:

• Surpass their goal of achieving a +65 NPS in 2020 — a score that, according to Consumer Guru, goes well beyond the Net Promoter Scores of direct-to-consumer companies worth trillions, such as Google (NPS 11) and Amazon (NPS 7).
• Achieve a 77 percent adoption rate of the UControl mobile app, which now offers a premium tier called Ultimate UControl that includes ExperienceIQ and ProtectIQ, EDGE Suites applications that give subscribers everything they need to manage and protect their connected homes, at their fingertips.
• Accelerate the rollout of new, fully managed service offerings that excite its growing subscriber base, which is increasing by thousands.

United Communications joins other Calix customers that have secured market-leading NPS rankings by leveraging Revenue EDGE. To help maximize the benefits of Support Cloud—which provides the visibility and automated diagnostics needed to create highly efficient customer support—United Communications also invested in EDGE Enablement and Calix Education Services. Support teams and field technicians are now armed with the knowledge and resources they need to fully optimize their use of Revenue EDGE and operate at a world-class level. The company plans to grow its value further by adopting Calix Marketing Cloud, which uses contextual, behavioral data to help marketers create relevant, targeted, and event-driven marketing campaigns for customized, cutting-edge services that will excite subscribers and build brand loyalty.