As a local internet service provider, the experience we provide our customers is at the forefront
of everything we do. Over the past 75 years, United has earned its reputation by embracing the
values that Middle Tennessee is known for helping our customers and neighbors, being
friendly and responsive, and treating people the way they want to be treated.
At United, we are always looking for new ways to provide our customers with the best
possible experience. For example, our Customer Experience Committee (which includes team
members from several different departments) set aside dedicated time a while back to
intentionally design the experience we wanted United customers to have. Through this
discussion, we identified the three core commitments we bring to every Middle Tennessee
resident, business, or local government agency that we serve as a customer.
Make it Personal: We make real connections and create awesome moments.
If there’s one stereotype that defines most internet providers, it’s that they treat their
customers like a number. At United, it’s not unusual for our employees to know many of our
customers on a first-name basis. All of our employees live and work in Middle Tennessee. We
care about treating customers like people because they are also our neighbors, they own our
favorite business in town, or our children go to school together.
We work hard to make real connections and create positive, personal moments for our
customers. Whether it’s finding custom solutions to support a local business internet needs
or responding to every review, we listen to our customers and treat them the same way we
would our friends.
Make it Easy: In everything we do, we simplify the lives of those we serve.
At United, we know that changing internet service or calling about an issue is usually
considered an unpleasant experience. Our goal is to make the entire process easy from start to
finish. We employ a local customer service team. Rather than waiting on hold for minutes on
end, most of our customers can speak directly to a representative in less than 30 seconds.
We strive to create an “effortless experience” for every customer. That mentality impacts every
area of our company — from our local customer support representatives to the network
expansion engineers installing new fiber lines across our service area.
Think Ahead: We anticipate and act today for the needs of tomorrow.
Another way we assist our customers is by anticipating and addressing their future needs. For
example, we’ve proactively invested in building a world-class fiber optic network for our
customers to offer the same internet speed and capacity as our national competitors.
In addition to building our high-performance fiber network, we’re creating a scalable
infrastructure to continue to grow as our network expands. Whatever the future of the internet
might look like, we want to build a network that can support all of our customer’s needs in
Honoring These Commitments in Every Interaction and Decision
In many ways, United’s commitment to our customers reflects the values that our company has
held dear since our company was founded over 75 years ago . Whether it’s the software we
utilize, the packages we offer, or the installation procedures we follow, we continue to use our
core values to guide every decision we make. United’s commitment to our customers is the
primary reason we’ve obtained a net promoter score (NPS) of 84 when the average NPS in the
telecommunications industry is 31.
If you are looking for an internet service provider that will take great care of you, United can
help. Learn more about the customer experience we’ve created, check out what other
customers are saying, or connect with our team today.