Great Infrastructure & Portal, Room for Support Growth

1. Ease of Signup & Digital Onboarding Criteria: How intuitive and straightforward the online ordering process, portal navigation, and identity verification (RICA/debit order mandates) are for a new user. 4 / 5 Context: The digital portal and online ordering process are sleek, modern, and quick to complete, though initial front-end clarity on promotional code applications could be improved.

2. Product Quality & Network Performance Criteria: Speeds, connection stability, hardware performance (Wi-Fi 6 router), and overall reliability once the service is live. 5 / 5 Context: Physical line setup on MetroFibre Nexus and the free TP-Link EX511 Wi-Fi 6 router deliver fast, stable, and reliable home internet.

3. Self-Service Features & System Modernization Criteria: Web portal functionality, active outage alerts, account management features, and real-time dashboard controls. 4 / 5 Context: A massive upgrade over reactive traditional ISPs; the ClientZone dashboard and proactive network notifications allow for easy self-management.

4. First-Line Customer Support & Script Adherence Criteria: Communication quality, comprehension of technical queries, and responsiveness across initial WhatsApp or email support channels. 2 / 5 Context: Front-line agents can be overly reliant on scripts and occasionally miss multi-part details, requiring clients to overexplain complex or edge-case queries.

5. Management Escalation & Dispute Resolution Criteria: Speed of management responses, accountability when issues are escalated, and willingness to reach a fair resolution. 3 / 5 Context: While initial management escalations suffered from severe delays and internal miscommunication, higher-level executive/complaint teams eventually stepped up to take ownership and fairly resolve billing disputes.