Feedback is a powerful tool in customer service. That is why ICN launched a new survey platform in 2025, making it easier for our customers to share their experiences. This move is part of a larger push for efficiency across the State, but more importantly, it ensures we hear from the people we serve the moment they need us. Our team reviews this feedback in real-time so we can react quickly to our customers' needs. For us, these results are more than numbers; they are a roadmap to providing Iowa with the most professional, responsive, and reliable network support in the industry.
ICN Achieves 4.7/5 Rating for Overall Satisfaction
The ICN is proud of the results of its 2025 Customer Satisfaction Survey. The feedback highlights ICN’s commitment to excellent service, professionalism, and being a dedicated partner to all the customers the Network serves. In 2025, ICN created a process to follow up each month with customers that submitted tickets for various service work including issues, trouble, and incidents, move/add/changes, and new installations.
High Marks Across Key Areas
The survey results highlight overwhelmingly positive remarks, with customers recognizing the ICN team’s expertise, responsiveness, and dedication to mission success.
- Overall Excellence: Our customers gave us a 4.72 out of 5 rating for our total support.
- Expert Professionalism: 100% of respondents were pleased with the professionalism of the ICN staff.
- Rapid Response: We earned a 4.66 out of 5 for our quick response to customer needs.
Customers also expressed high levels of satisfaction in other critical areas:
- Follow-Through: An impressive 78% of customers were "Extremely Satisfied" with how we manage support requests and projects.
- Top Support: 74% gave us the highest possible rating for the support they receive.
Voice of the Customer: Our Greatest Asset
The comments provided powerful testimonials to the ICN’s value as a true partner:
“In my years in state government, I have always had a good working relationship with the ICN... ICN has always been fair, quick to respond to requests, and performs very well.”
“ICN staff is always professional and accommodating. Great customer service!”
“We have had a lot of work done recently. In every instance, ICN has come to bat for us. Been a partner in our endeavors. Helps with solving problems.”
“I can’t say enough about the ICN team and the partnership we have made with them to accomplish not only my needs, but the ability to support the occupants of the campus. Doing what is in the best interest of the State and Taxpayers!”
Understanding Service Demand
Our 2025 survey provided a clear look at the essential services we provide for Iowa. While we handle a wide range of requests, the majority of our work focuses on keeping the State connected:
- Managed Voice (28%) and Internet (27%): These core services make up over half of our support tickets, showing our central role in Iowa's communication infrastructure.
- Daily Support (47%): Nearly half of our requests involve resolving technical issues or incidents quickly.
- Service Modification and Growth (34%): We also manage new installations and Move, Add, Change requests to help agencies grow and adapt.
The Bottom Line
We want to thank every customer who shared their feedback. Your voice helps us continue to provide mission-critical network services and exceptional customer support to the State of Iowa.
Whether you represent an Iowa school, library, hospital, or government agency, you need a partner who understands your mission. If you are looking for a reliable network that delivers on its promises, our 2025 results prove that ICN is the right choice for Iowa’s essential organizations.
Visit our Success Stories Page to learn more about the services ICN provides.