While Freedom Internet’s ultra-fast building Wi-Fi networks have seen our kiwi company catapulted into success across New Zealand and Australia, our executive team have spent the past 12 months reviewing our customer experience to look for ways to continue our rapid growth and outstanding retention rate through 2017, 2018 and beyond.
The Freedom Internet team are proud to announce the launch of their new and improved service, Freedom Premium. This service has been created with today’s residential internet user, as well as tomorrows in mind. It sees us delivering even faster internet speeds, a more individualised and stable service (private network) to even more devices for our end users.
After collecting months of data from Freedom Internet users through Net Promoter Score and independent surveys, as well as doing a full company process review, we found key areas to further improve on our popular internet service. They were as follows
- Consistently deliver even faster speeds with no connection drop outs
- Offer a more seamless way to connect 3rd party devices
- Provide a more personalized, secure connection
- Allow users to connect more devices at once
The below chart shows the reasons for these desired improvements, and the new Freedom Premium benefits.
What was important to the team, and Freedom Internets owners throughout this entire process was keeping our current user benefits intact, and we are thrilled to say that we are still offering the following to our Wi-Fi and Premium customers:
- Connect instantly (or in just a few short days, building management decide)
- No contracts
- No connection fees
- Connect in common areas including at the gym or by the pool
- Competitive rates (no price difference for Premium)
To deliver Freedom Premium, there is a slight change to the way our service is installed in a building. The system set up is very similar, with the brains of the system in the communications cupboard and cabling and the backbone going through the risers. However, the Wi-Fi access points instead of being through the hallways will be inside the apartments.
Our in-room router is fixed tidily onto the wall next to the phone jack. Our chosen router is pictured below: No other equipment is required.
113 x 89 x 28mm In room Router
For new Freedom Internet buildings, we are allowing building management and Body Corporate owners to choose between the following three installation options:
- Full Premium installation (backbone and devices pre-installed in all rooms)
- Partial Premium installation (backbone and devices pre-installed in selected rooms, other rooms can be installed on customer request)
- Backbone installation only (devices installed on customer request)
Where devices are pre-installed, residents will have instant access to the internet. Where we have a backbone and we wait for customer request, we take just a few short days from order to online. (Much quicker than your typical ISP’s 30 day wait!)
For current Freedom Internet buildings, we have all sites across New Zealand and Australia on a schedule to get upgrade installation option number 3. They can order pre-installed premium rooms at any time once this upgrade is complete.
We have introduced Freedom Premium to a handful of sites in Auckland, Melbourne and The Gold Coast, and we have been overwhelmed by the feedback we have gained so far. Over 85% of our targeted Wi-Fi customers agreed to the free Premium upgrade. Over 70% of those contacted after the upgrade said they noticed a dramatic difference on Freedom Premium – which is a great start to this new and exciting venture for us. We will be watching our NPS score too, watch this space!
We have set out on our mission to offer all of our residential Wi-Fi customers a complimentary Premium upgrade over the coming months as this service becomes available.
Note: Where we are not able to provide Freedom Premium due to building restrictions, we have a DSLAM service available – Freedom Plus. This service is similar to what you may be used to seeing by standard ISP’s such as TPG, Telstra, Spark, Vodafone and runs through the buildings phone lines. There is a one-off cost to users for a modem, and it takes a few short days to set up for all customers – but all other benefits listed above apply.
If you would like some more information on Freedom Internet’s services, please contact us.
New Zealand Christina.Cortesi@freedominternet.org
We look forward to providing them the best possible internet service in 2017!
The Freedom Internet Team