Verdict: Bandwidth Inc. shows early-stage public customer-centricity evidence, scoring 8.0/10 in this automated assessment of publicly available material. A customer satisfaction metric is referenced in public materials, though a specific score or programme detail has not been published. This report is based solely on publicly available evidence — internal programmes not reflected in public documents are not captured.
B+
8 / 10
Good — meaningful CX commitment
Scorecard
💬Customer language
3 / 3
Customer language appears consistently across multiple pages and investor materials, signalling that serving customers is a named organisational priority.
🔄CX programme evidence
3 / 3
Customer experience is acknowledged as a discipline, with references to feedback or service improvement appearing in official materials.
📊Measurement proof
2 / 3
NPS or a named customer metric is mentioned in public documents, though no specific score is published.
🤝Commitment depth
0 / 1
No specific evidence of executive-level accountability for customer satisfaction outcomes in public materials.
Overall score
Score of 8.0/10: the company demonstrates early-stage customer-centricity signals. The gap to a score of 5+ is typically bridged by publishing a named customer metric and adding explicit programme language to the website.
8/10
Evidence
Sorted by rubric tier descending — Tier 3 (named measurement) and Tier 4 (commitment depth) are the rarest and most differentiating signals. A single source page may satisfy several criteria (e.g. [T3a] + [T3b] + [T3c] stacked).
[T3a] NPS, CSAT, or named metric explicitly mentioned[T3b] Named metric on a public web page (not only in PDF)StrongView ↗
score and 97 percent service level agreement for response time since 2021. The company's customer name retention rate is over 99 percent and its 2023 net promoter score is 53, significantly higher th…
[T3a] NPS, CSAT, or named metric explicitly mentioned[T3b] Named metric on a public web page (not only in PDF)StrongView ↗
oose from: Signature, Premium, Premium Plus and Elite. Our exceptional team of experts is always ready to respond to your needs, day or night, with a CSAT consistently above 95%.
[T3a] NPS, CSAT, or named metric explicitly mentioned[T3b] Named metric on a public web page (not only in PDF)StrongView ↗
Understanding CSAT (Customer Satisfaction Score) | Bandwidth CSAT measures short-term satisfaction with a specific interaction, while NPS (Net Promoter Score) gauges long-term customer loyalty by aski…
[T2a] CX named as a discipline[T2c] Acting on feedback or CX in reportingMediumView ↗
lerts that notify customers about message delivery performance at the sending phone number level. Strong services expertise, overall costs and strong customer focus are the top three key factors for…
[T2b] Customer listening or feedback mechanism[T2c] Acting on feedback or CX in reportingMediumView ↗
er Satisfaction Score) | Bandwidth CSAT measures short-term satisfaction with a specific interaction, while NPS (Net Promoter Score) gauges long-term customer loyalty by asking how likely a customer…
[T1a] Customer or client mentioned[T1b] Customer language on 2+ page types[T1c] Operational customer languageWeakView ↗
vie Awards Bandwidth won a silver Customer Service Team of the Year award for outstanding achievements, including maintaining a consistent 97 percent customer satisfaction score and 97 percent servic…
[T1a] Customer or client mentioned[T1b] Customer language on 2+ page types[T1c] Operational customer languageWeakView ↗
opics. Examples include API integration, porting best-practices, SIP interconnection review, Messaging campaign success & any other industry updates. Customer Service Dept. of the Year Stevie Awards—…
[T1a] Customer or client mentioned[T1b] Customer language on 2+ page types[T1c] Operational customer languageWeakView ↗
more flexibility over the future of our telephony with Bring Your Own Carrier (BYOC) via Direct Routing for Microsoft Teams.' 'AI is transforming the customer service experience, and we're excited to…
[T1a] Customer or client mentioned[T1b] Customer language on 2+ page types[T1c] Operational customer languageWeakView ↗
ission-critical communications,' said Mr. Bartolo. 'I am proud to count myself an integral part of the Bandwidth team that drove foundational growth, customer-focused innovation and further global ex…
focused on working for and loving the success of each other to achieve the ultimate mission of supporting customers. This approach has contributed to customer satisfaction levels consistently above 9…
What Bandwidth Inc. is doing well
Bandwidth Inc. references customer satisfaction or feedback in its public materials, suggesting that customer outcomes are tracked internally. This provides a credible foundation — the next step is to surface that evidence publicly.
Customer language features in the company's communications, including website copy and investor materials. The tone suggests customers are considered a genuine priority rather than an afterthought.
What is missing
A customer satisfaction metric is mentioned but no specific score is published. Moving the metric from a passing reference to a prominently cited figure — even in an investor presentation — would significantly strengthen the public signal.
The CX programme is referenced but not described in sufficient detail. Adding specifics — feedback frequency, review process, or an example of action taken — would substantially strengthen the narrative.
Analyst implication: Bandwidth Inc. has the early ingredients of a customer-centric company. A targeted update to its public communications — publishing an NPS score and describing the feedback loop — would move the grade from 8 to 6+ and position it as a credible customer-led business.
How Bandwidth Inc. could improve its ranking
Elevate the NPS reference from a footnote to a featured metric. Citing the score prominently — on the website and in earnings materials — signals genuine accountability rather than occasional mention.
Add a 'How we listen to customers' paragraph to the corporate website. Describing the feedback cadence, who reviews results, and one example of action taken demonstrates that customer listening is operational, not aspirational.
Suggested website text
Want to improve this grade?
See what world-class customer-centricity looks like and what changes would move the needle for Bandwidth Inc..
Recommended copy · About Us page · Net Promoter Score version
Customer Experience is a Strategic Priority: We do more than collect feedback — we act on it. Our closed-loop feedback discipline ensures every client voice drives measurable improvement across our products and services. We measure customer loyalty using the Net Promoter Score (NPS) and are committed to sharing our progress publicly as part of our transparency commitment.
💡 Why this improves your score: Adding the actual NPS number (e.g. 'Our 2025 NPS reached 72') would award T3c (+2 points) and significantly improve Bandwidth Inc.'s Customer Test ranking. This single addition could move the grade from B to A.
See full scoring methodology →
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