At the ICN, our priority is keeping our customers connected with secure, reliable telecommunications.
To ensure we consistently meet the needs of those we serve, ICN tracks monthly customer satisfaction using Qualtrics. As we reflect on Fiscal Year 2026 (July 1, 2025 β June 30, 2026), these customer survey results highlight strong overall performance across both field installations and daily operations support, achieving a combined FY 2026 Customer Satisfaction Score of 95%.
FY2026 Survey Highlights
Across all survey responses, customers praised our teamβs dedication, expertise, and professionalism.
- 95% Combined Customer Satisfaction: Combining scores across both installation and Network Operations Center (NOC) support services.
- 96.92% Satisfaction Rate in Installations: Field installations and business services achieved an overall score of 4.85 out of 5 stars.
- 93% Satisfaction Rate in NOC Operations: The NOC maintained a 4.65 out of 5 stars overall rating across 78 recorded responses.
- 100% On-Time Field Arrival: Technicians achieved a 100% on-time arrival rate for scheduled installation appointments.
- 92% Installation Expectation Match: 92% of customers reported that their installations met expectations and were completed within agreed timeframes.
- 4.92 Likelihood to Recommend: Customers gave a near-perfect rating when asked if they would recommend ICN installation services.
Performance Breakdown
1. Installation Survey from our Business Services Team
Our installation scored high across core quality metrics:
| Metric | Score / Rating |
|---|---|
| Overall Satisfaction Score | 4.85 / 5 (96.92%) |
| Professionalism | 92% Rated "Excellent" |
| Overall Installation Quality | 85% Rated "Excellent", 15% "Good" |
| On-Time Arrival Rate | 100% |
| Completed On Schedule | 92% |
| Likelihood to Recommend | 4.92 / 5 |
"From planning, verifying, and executing the changes, it was an amazing experience to work with everyone from ICN. Keep up the great work and customer support!"
2. Network Operations Center (NOC) Support Survey
Daily operations and support tickets, ranging from Managed Voice Service (MVS) and Internet to Ethernet and Firewalls, showed strong customer confidence:
| Metric | Score / Rating |
|---|---|
| Overall NOC Score | 4.65 / 5 (93%) |
| Responsiveness Satisfaction | 4.63 / 5 |
| Staff Professionalism | 84% "Extremely Satisfied" |
| Follow-Through Satisfaction | 76% "Extremely Satisfied" |
| Support Resolution Speed | Over 57% resolved in under 24 hours (44% instantly or in under 4 hours) |
Moving Iowa Forward
We appreciate the trust our customers place in us every day. Whether expanding network capacity, setting up new voice systems, or resolving unexpected service issues, the ICN team is committed to delivering reliable technology backed by Iowa-based, dedicated, high-quality customer service.
Thank you to everyone who took the time to complete our monthly surveys and share your experience with our team.