Arelion earns Silver Stevie Award for customer service excellence

We’re proud to share that Arelion has been awarded the Silver Stevie® Award for Customer Service Department of the Year – our highest recognition to date in this category. This marks a significant step forward from our previous Bronze wins and reflects the continued evolution of our customer service excellence.

“This Silver Stevie Award is a proud moment for Arelion and a clear reflection of how far we’ve come,” said Dariusz Solowiej, VP Network Technology & Customer Operations. “It highlights the strength of our customer-first culture and the impact of our investments in innovation and responsiveness. I’m grateful to our team for their passion and to our customers for their continued trust.”

A new standard in customer satisfaction

Arelion’s Net Promoter Score (NPS) – an industry-wide customer loyalty metric that measures how likely customers are to recommend a company, product or service – has climbed from 51 in 2022 to an impressive 70 in 2024, representing a 20% year-over-year increase. To put this into context, our industry has a low average NPS: scores above 50 are considered excellent, while scores above 70 are exceptional. So, we’re understandably delighted that our customer-centric strategy is being recognized as delivering real value to our customers.

Our support team continues to deliver exceptional results, maintaining an 80% first-line resolution rate and resolving over 90% of IP-related inquiries. These metrics reflect the technical expertise and responsiveness that our customers rely on.

Operational excellence through innovation

Our commitment to innovation has led to transformative improvements in service delivery. Arelion’s systems have achieved an 83% reduction in Time to Detect and a 70% reduction in Time to Repair, minimizing downtime and accelerating issue resolution for our customers.

Arelion’s Conflict-Free Channel Program remains a cornerstone of our approach, fostering transparent collaboration with partners and ensuring consistent, high-quality service across the board.

A culture that puts customers first

At Arelion, customer service is not just a function – it’s a philosophy. Our engineer-driven service culture empowers teams to act with autonomy, solve problems proactively, and communicate openly. We continuously integrate customer feedback into our processes, ensuring every interaction is an opportunity to improve.

This year’s Stevie® judges praised Arelion’s approach for its clarity, innovation, and compelling presentation. Their feedback highlighted our mature approach to service, our operational achievements, and the strength of our customer relationships.

Looking ahead

We’re honored by this recognition, but we’re not stopping here. With continued investment in our people, platforms, and processes, we’re committed to pushing our NPS even higher and setting new standards for customer service in the global internet infrastructure industry.

About the award

The International Business Awards, also known as the Stevie Awards, attracted more than 3,800 nominations this year from organizations of all types in 78 nations and markets.