Why ISPs Should Segment NPS by Region and Service

In the broadband industry, Net Promoter Scores (NPS) are rarely pretty—but that doesn’t mean they’re not powerful. What matters most is how you interpret and apply them. 

If you're an Internet Service Provider (ISP) measuring NPS without segmenting by geography or service type, you may be making decisions based on misleading insights. Let’s explore why context is critical—and how Sonar DataConnect can help you automatically uncover what’s really going on beneath the surface. 

Why NPS Still Matters—Even in a Low-Scoring Industry 

The broadband sector is known for having some of the lowest NPS scores across all industries—often dipping well below zero. According to Satmetrix benchmarks, telco and cable providers frequently trail sectors like financial services, hospitality, and software. 

There are several reasons for this: 

• Customer expectations for internet access are sky-high—there’s zero tolerance for downtime. 

• Installation complexity, service interruptions, and billing confusion are common friction points. 

• In regions with limited ISP competition, customers may feel stuck, increasing dissatisfaction. 

In other words, a score of –15 might seem like a red flag in another industry. But in telecom? That could be a top-tier result. 

Understanding the Math Behind NPS—and Why Detractors Matter 

Quick refresher: NPS measures customer loyalty with one question—“How likely are you to recommend our service?” Responses are categorized as: 

• Promoters (9–10): Loyal advocates 

• Passives (7–8): Satisfied but quiet 

• Detractors (0–6): Unhappy and vocal 

The NPS is calculated as: 

Promoters (%) – Detractors (%) = Final NPS 

So: 

• 40% Promoters – 25% Detractors = +15 

• Flip those numbers, and you're at –15 

But here’s the critical part: Detractors don’t just lower your score—they actively harm your business. 

• They leave negative reviews, flood support, and vent on social media. 

• In rural markets, one vocal Detractor can impact dozens of potential customers. 

• Often, they churn quietly, leaving you without feedback. 

It takes four Promoters to outweigh the damage caused by a single Detractor—a tough ratio in any market.  In broadband, where every customer counts, ignoring Detractor patterns is a direct threat to retention and reputation. 

The Key to Smart NPS Use: Segmentation 

To avoid misreading your score—and to pinpoint where Detractors are coming from—you have to ask: Which customers gave us this score, and why? 

That’s where segmentation becomes essential. 

Segment #1: By Population Density 

If you serve both urban and rural markets, relying on a single NPS score across your entire customer base can be misleading. It may hide regional differences in customer satisfaction—and obscure issues (or wins) tied to specific service areas or subscriber types.

Take Starlink as an example. In urban markets, it’s not a major threat to fiber providers. But in rural areas, it’s a different story—Starlink consistently reports high NPS scores. Why?

• Self-install kits make it easy to deploy in areas far from tech support

• Lower expectations in underserved regions mean even modest performance can exceed customer standards

If you're seeing strong NPS in metro regions but weaker results rurally, segmentation can reveal where you're losing ground to unexpected competitors. More importantly, it helps you uncover the "why"—so you can fix what’s holding satisfaction back and improve loyalty where it counts.

Segment #2: By Connection Type 

Are you blending your NPS across fiber and wireless subscribers? You could be missing critical insights.

Combining Net Promoter Scores from fiber and fixed wireless can blur meaningful trends. Fiber typically drives higher satisfaction thanks to its speed and reliability—so if your fiber NPS is falling short, that’s a red flag. It could mean you’re underdelivering on the service that should be your top performer.

Meanwhile, a low wireless NPS can highlight where to take action. For example, you might:

• Expand fiber in high-opportunity areas

• Improve wireless onboarding or billing clarity

• Strengthen support to offset occasional reliability gaps

Segmenting your NPS by connection type gives you a clearer picture of performance, helps you focus improvement efforts, and enables you to balance short-term fixes with long-term growth.

Other Segment Ideas 

Beyond connection type and geography, there’s real value in segmenting NPS by service rep, support channel, or ticket category. For example, tracking NPS by service rep can highlight top performers and uncover coaching opportunities. Segmenting by support channel (chat, phone, email) reveals how customer sentiment shifts based on communication preferences. And when you map NPS to common ticket types—like billing, installation, or outages—you gain a clearer picture of which customer journeys need the most attention. These internal benchmarks can be just as powerful as external comparisons when it comes to improving satisfaction from the inside out.

From Confusion to Clarity with Sonar DataConnect 

Tracking NPS is simple. Understanding it is the hard part. 

Sonar DataConnect bridges that gap by transforming raw survey responses into segmented, actionable dashboards. 

With DataConnect, you can: 

• Break down NPS by region, population density, or technician territory 

• Filter by connection type, hardware, or installation method 

• Identify Detractor clusters early—before they churn or post reviews 

• Cross-reference NPS with KPIs like install wait times, ticket volume, or support CSAT 

No more spreadsheet chaos. Just real-time insight. 

Make NPS Your Competitive Advantage 

Used wisely, NPS is more than just a metric—it’s your early warning system and growth accelerator. 

It can reveal: 

• Where customers are happiest 

• Where your operations are struggling 

• Where silent churn is eating into your margins 

But only if you measure it intelligently. 

With tools like Sonar DataConnect, you can segment, automate, and act—turning static NPS scores into strategic decisions.