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ISPs don’t have the best reputations for customer service but providing it is no longer an option in a crowded market, one CEO says.
By Brad Randall, Broadband Communities
Marc Campagna, the CEO of gaiia, is keen to point out that the telecommunications industry has the worst NPS among all major industries.
While that may be so, companies who stick to the status quo, and don’t adopt with changing times? They’ll be left behind, according to Campagna.
His comments came on the latest episode of the Beyond the Cable podcast.
A bad customer service reputation is earned for some companies, and not for others, according to Campagna.
“There’s a lot of up-and-coming private equity backed challengers,” Campagna said, adding that the startups usually have a mission to offer excellent customer service.
Because of the tools available, Campagna said challengers have never had a better shot at overtaking larger providers, many of whom he argues have been too occupied with cornering market segments.
Click here to listen to the full interview with Campagna on Spotify
“We believe that it’s the first time in the telecom industry, with its monopolistic historical origin, that the challenger of today actually has a shot of displacing the big guys,” he said.
“How they’re going to do that is by taking care of their customers,” Campagna added.
Campagna’s company was notably named as a finalist for Technology Partner of the Year at the 2025 Broadband Communities Awards in June.
