(Murray, Utah—January 6, 2025) UTOPIA Fiber, the nation’s largest and most successful Open Access network, today released results from its 2025 Customer Satisfaction Survey, showing consistently high marks for reliability, speed, and customer loyalty among thousands of subscribers across 20 Utah communities. The findings highlight a strong customer preference for locally operated, contract-free fiber service driven by growing dissatisfaction with national internet providers.
Thousands of respondents cited speed, dedicated fiber-to-the-home connections, competitive pricing, and reliability as their top reasons for choosing UTOPIA Fiber, underscoring the network’s role as a trusted broadband provider in Utah.
“For more than a decade, we have gathered feedback on how our network performs in real homes with growing bandwidth demands,” said Roger Timmerman, Executive Director, UTOPIA Fiber. “Subscribers tell us how they work, stream, game, and connect devices. That insight helps guide operational improvements and keeps us focused on delivering a strong customer experience.
Key Findings (infographic attached)
In the survey, respondents were asked to select up to three reasons for choosing UTOPIA Fiber. Speed ranked highest at 67%, followed by dedicated fiber-to-the-home service at 66%, price at 49%, and reliability at 38%. Many respondents noted in open-ended comments that they would have selected more than three options if allowed. Additionally, 30% cited the ability to choose an Internet Service Provider (ISP), while 25% ranked UTOPIA’s Utah-owned, locally operated network among their top reasons for switching.
Customers also emphasized UTOPIA Fiber’s no-contract model and transparent pricing, often contrasting it with national providers. One customer wrote, “Thanks to UTOPIA, I’ve been freed from contract prison.” Another said, “I actually get the speeds that I’m paying for!”
Dissatisfaction with previous internet providers was driven primarily by cost and performance. Nearly seven in 10 respondents (69%) cited high prices, followed by slow speeds (50%) and unreliable connections (46%). Poor customer experience was cited by 46%, while hidden fees (25%) and binding contracts (24%) also factored into switching decisions.
“Utahns want reliability, choice, and the freedom to switch providers easily,” said Nicole Cottle, deputy director and director of government affairs of UTOPIA Fiber. “Customer comments also reflect how much they value internet service from a Utah-based company that is accountable to its communities.”
Additional Survey Highlights:
- 86% said the ability to choose ISPs influenced their decision to switch
- 84% said they dislike or distrust large national internet providers
- 79% value UTOPIA Fiber’s pricing over competitors
- 71% rated themselves as promoters, giving UTOPIA Fiber a 9 or 10
- 62% primarily hear about UTOPIA Fiber from friends, neighbors, or their city
- 51% cited no contracts or hidden fees as what they value most
- 50% have been customers for four years or longer, including 12% for 10+ years
Performance Comparison
Nearly six in 10 respondents (59.7%) said UTOPIA Fiber delivers a significantly better video streaming experience than their previous internet provider. Network reliability was rated significantly better by 64.4%, while 60% cited significantly better multi-device performance. Among respondents who evaluated gaming performance, 56% reported a significantly better experience.
These performance gains are reflected in customer feedback:
- “In seven years. I’ve only experienced two outages. That level of reliability is practically unheard of in the internet world!”
- “My IT team said I have the best speeds they’ve ever seen for a work-from-home employee.”
Satisfaction Ratings
Overall satisfaction remains high across key aspects of the customer experience.
- 85% were very or extremely satisfied with network speed and reliability
- 84% were very or extremely satisfied with installation
- 82% were very or extremely satisfied with the ability to choose ISPs
- 81% were very or extremely satisfied with customer service
- 79% were very or extremely satisfied with overall value for price
Growth and Reputation
With 20% year-over-year growth and a 65,000+ subscriber base that has more than doubled since 2020, UTOPIA fiber continues to lead in customer satisfaction. The network holds a 4.6-star Google rating based on more than 4,000 reviews and reports a steady Net Promoter Score (NPS) of 60, exceeding national providers.
Customers submitted extensive written feedback. One wrote, “Best customer service I’ve ever had. UTOPIA Fiber doesn’t just compete with the big boys; they knock them right out of the ring.” Another said, “Other providers keep knocking on my door, and I just tell them no and shut the door.” Several noted that access to UTOPIA Fiber influences where they choose to live in Utah.
Survey Respondent Profile and Internet Usage
Nearly half of respondents (47%) subscribe to internet speeds of 1 Gbps or higher. Household connectivity demands are significant, with 32% reporting between 11 and 20 connected devices, 13% reporting 21 to 30 devices, and 10% managing more than 31 devices on their home networks. More than a quarter of respondents (26%) telecommute at least once a week, while 20% work fully remote.
Respondents reported using their internet primarily for streaming movies and television (94%), browsing the web (91%). Other common uses include smart home devices (70%), remote work (59%), online gaming (47%), school-related activities (40%), and backing up large files to the cloud (26%).
Methodology
The survey included responses from approximately 4,600 UTOPIA Fiber subscribers ages 18 and older across 20 Utah cities. The response rate was consistent with the 2024 survey. Participating cities ranged in size from Woodland Hills (population 1,500) to West Valley City (population more than 132,000).
About UTOPIA Fiber
Created by a coalition of Utah cities, the Utah Telecommunication Open Infrastructure Agency, UTOPIA Fiber is a community-owned, Open Access fiber network that promotes competition by giving customers the freedom to choose their internet provider. As an inter-local agency, UTOPIA Fiber delivers Fiber-to-the-Home (FTTH) in 21 Utah cities and business-class service in 50 cities. By partnering with 19 private-sector ISPs, UTOPIA Fiber fosters competition, expands consumer choice, and helps keep internet pricing affordable. Since 2009, UTOPIA Fiber has designed, built, and operated nearly half a billion dollars in successful fiber infrastructure projects across Utah and the West, including operational partnerships with Idaho Falls, Yellowstone Fiber, and Bountiful Fiber. Learn more at www.utopiafiber.com.
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