Trends

Among other reasons, UTOPIA Fiber’s customer satisfaction survey credited a no-contract model and local ownership for driving customer loyalty.

Edited by Brad Randall, Broadband Communities

UTOPIA Fiber released results from its 2025 customer satisfaction survey this week, reporting strong approval from roughly 4,600 subscribers across 20 Utah cities.

The community-owned fiber network said speed, dedicated fiber-to-the-home connections and price topped the list of reasons customers chose its service, with 67% citing speed and 66% citing FTTH. The survey also found high marks for reliability and overall satisfaction.

Additionally, the survey credited a no-contract model and local ownership for driving customer loyalty.

Respondents painted a contrast between UTOPIA and national providers: 84% said they dislike or distrust large national internet companies, while 86% said the ability to choose among ISPs influenced their decision to switch.

Nearly seven in 10 cited high prices as the main reason for leaving previous providers, and many pointed to slow speeds, unreliable connections and poor customer service as additional motivators.

UTOPIA’s internal metrics also point to perceived performance gains, the company said.

About 64% of survey participants rated network reliability as significantly better than their prior provider, and nearly 60% reported a noticeably improved video streaming experience.

Growth alongside satisfaction

The company also emphasized growth alongside satisfaction. UTOPIA reported more than 65,000 subscribers, a 20% year-over-year increase and a subscriber base that has more than doubled since 2020. The survey also found that nearly half of respondents take plans of 1 Gbps or higher and that many households support large numbers of connected devices, 32% report 11–20 devices and 10% more than 31.

UTOPIA Fiber was created by a coalition of Utah cities as an open-access network that lets customers choose among multiple private-sector ISPs. The organization said the survey, conducted among adults in cities ranging from Woodland Hills to West Valley City, will help guide operational improvements.

“Subscribers tell us how they work, stream, game, and connect devices,” said UTOPIA’s executive director, Roger Timmerman. “That insight helps guide operational improvements and keeps us focused on delivering a strong customer experience.”

AI tools from Noah Wire Services have been used to help generate this report.

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