Customer Service Statistics

Cogent owns its fiber network end-to-end, enabling us to control virtually all aspects of the customer experience. We monitor the network right down to the customer port, which we check every minute of every day of every month of every year that we serve you.

We are equally diligent in monitoring our support team statistics. We don't want you to waste your valuable time in an endless call queue. While Cogent's superior network performance and near perfect billing accuracy rates keep our overall call volume low, we nevertheless strictly monitor statistics such as call answer time (how long did our customers have to wait?) and mean time to repair (how long until we resolved a perceived problem?). Our commitment is to raise your level of satisfaction to new heights. See our service statistics below (tracked and updated quarterly).


Customer Service Response Statistics
  3rd Quarter
4th Quarter
1st Quarter
2nd Quarter
Four Quarter
Technical Support          
Average Answer Time for
Inbound Customer Service Calls
(seconds) - Global
16 16 12 11 13.8
Mean Time to Repair (hours) - EU
1.3 1.4 1.0 1.3 1.3

Mean Time to Repair (hours) - NA
1.6 2.2 1.7 1.5 1.8
Billing Support          
Average Answer Time for
Inbound Customer Billing Calls
(seconds) - Global

15 7 9 10 11

Customer Service

Cogent Communications

Cogent is one of the world's largest Internet Service Providers, delivering high quality Internet, Ethernet and Colocation services to over 73,100 Enterprise and NetCentric customers. Cogent serves over 199 markets in 42 countries across its facilities-based, all-optical IP network.

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