Wednesday, August 15, 2018

Liberty Puerto Rico: Nearly all customers reconnected after Hurricane Maria

By on August 9, 2018

SAN JUAN – Liberty Puerto Rico–which offers video, internet and telephony for residential and business customers–made several announcements Thursday, emphasizing that its network-restoration process following last year’s hurricane season is nearly complete, and continues working “on the remaining small pockets of customers left without service.”

The company said that more than 90% of its residential customers and 100% of its B2B (business-to-business) fiber customers have been reconnected. It also reported that its second quarter (Q2 2018) sales surpassed those of the same period last year.

“We are basically back to business as usual and the results demonstrate it,” said Naji Khoury, president of Liberty Puerto Rico. “Q2 2018 was a good quarter for us. Our quarterly sales numbers were the highest since August 2015. Also, Liberty’s business division continues to grow driven by our fast recovery and quality of service.”

During the quarter, the company introduced such products as a new video-on-demand platform and an electronics protection plan, Smart Protect.

The company’s Net Promoter Score (NPS), which measures customer satisfaction, reached the highest level since it started using the tool in 2016.

“As more Puerto Ricans returned to the island during the recovery period, we saw a significant increase in the volume of customers calling to have their services reconnected,” Khoury added. “We are also registering a higher number of customers that are very satisfied with their services, which tells us that our efforts and investments to provide the best customer experience possible are paying off.”

Naji Khoury, president of Liberty Puerto Rico (Courtesy)

Despite the damages caused by hurricanes Irma and Maria, Liberty is Ookla Puerto Rico’s Speedtest Awards winner for fixed-network speed during Q3–Q4 2017. It achieved top download and upload speeds of 62.8 megabits per second (Mbps) and 9.31 Mbps, respectively.

Khoury said the company has started executing a plan to bury fiber and has also established agreements with suppliers “for easier and faster access to fuel, materials, generators, and labor pool, if necessary,” as part of its preparation efforts for future natural disasters and emergencies.

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