United Communications Outperforms National Providers with Industry-Leading 74% Customer Satisfaction Score
United Communications, Middle Tennessee’s largest local fiber broadband provider, proudly announced it has reached a Net Promoter Score (NPS) of 74 for 2024, exceeding its 2025 goal one year ahead of schedule.
NPS (Net Promoter Score) is a widely used metric to show how likely customers are to recommend a company’s service to others, measured on a scale from -100 to 100. The average score among internet service providers is 12, according to a study by Qualtrics. In contrast, United Communications’ score of 74 is extraordinarily high by industry standards, placing the company more in line with top consumer tech brands like Apple (NPS of 72) and Netflix (NPS of 67).
“This score reflects the kind of trust that’s built when people know you’re not just a provider, you’re a neighbor,” said Josh Lynch, COO of United Communications. “It’s the result of long-term focus: investing in speed and reliability, empowering the right team, and creating a culture where serving others isn’t just a task, it’s a mindset. We’ve built an organization that shows up, solves problems early, and puts people at the center. That’s what drives results like this.”
In addition to delivering exceptional customer service, United’s leadership attributes the industry-high score to several long-term initiatives, including ongoing infrastructure investments, enhanced service offerings such as 8 Gig Premier internet, and continued expansion into underserved areas through its Project UNITE program. These efforts reflect United’s core commitments to making it easy, making it personal, and making it right for every customer.
“This milestone reflects the work our team has done over the past several years,” said William Bradford, CEO of United Communications. “While we’re constantly innovating to raise the bar in terms of speed and convenience, it’s our people who are the true drivers of customer satisfaction. We’re grateful for the spirit of excellence they bring to United day in and day out.”
To celebrate the company’s record-setting NPS, United invited each employee to an appreciation event. Several options were available in partnership with local businesses, including Adventureworks, Topgolf, Uncle Nearest Distillery (Nearest Green Distillery), and Music City Kartplex.
United Communications, a service of Middle Tennessee Electric, operates over 4,800 route miles of fiber, connecting more than 100,000 homes and businesses across the region. The company’s Project UNITE initiative aims to connect every rural, underserved home and business in its service area with fast, affordable broadband internet access.
