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
2016
4th Quarter
2016
1st Quarter
2017
2nd Quarter
2017
Four Quarter
Average
Technical Support
Average Answer Time for
Inbound Customer Service Calls
(seconds) - Global
40 29 25.5 17 27.9

Mean Time to Repair (hours) - EU

1.5 0.7 1.2 1.8 1.3

Mean Time to Repair (hours) - NA
2.0 1.9 1.7 1.7 1.8
Billing Support
Average Answer Time for
Inbound Customer Billing Calls
(seconds) - Global

13 24 12 13 15.5

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 66,980 Enterprise and NetCentric customers. Cogent serves over 198 markets in 41 countries across its facilities-based, all-optical IP network.

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