When Education Networks of America (ENA) was founded in 1996, our vision was to provide Internet access to every K-12 school in Tennessee. Today, that vision has been greatly expanded, and ENA now delivers transformative connectivity, communication, cloud, cybersecurity, and technology services to education, library, and healthcare communities.
Our 99% customer satisfaction rating and world class net promoter score (NPS) demonstrate our commitment to delivering exceptional customer care to the communities we serve. In 2022, ENA joined Zayo Group. Together, we are committed to propelling value, growth, and innovation for customers.
With ENA, you are never alone.
We listen. We respond. We help.
We empower communities by bridging innovative technologies with exemplary customer care.
ENA’s national backbone is an integral part of our highly-scalable broadband, cloud, cybersecurity, and VoIP services. It includes significant network traffic peering, in-network content hosting, content caching, and quality of service.
How Ohio’s Cleveland Metropolitan School District Leveraged VoIP and WAN Services to Become Future-Ready
At ENA, we are privileged to serve community institutions that play a critical role in maintaining and growing overall socioeconomic wellbeing. That is why delivering exceptional customer care is more than a priority for us—it is part of our ENA DNA. Our 99% customer satisfaction rating and 81 World Class Net Promoter Score (NPS), which measures customer loyalty, reflects our commitment to providing our customers with the quality of service they need to meet their objectives and goals.
NPS is a widely used customer experience metric ranging from -100 to +100. In 2021, XM Institute ranked the NPS scores of 344 companies across 22 industries. ENA’s 81 NPS is significantly higher than the average TV/Internet service provider NPS of 12.3.
Certified with the Systems for Award Management (SAM).
SAM is a Federal Government owned and operated online application used by organizations to get federal grants and contracts. It also enables electronic payment of these awards. Through SAM, business details are gathered, stored, validated, and distributed for use by government agencies.
ENA is a certified ISO 9001:2015 service provider in compliance with the world’s most recognized quality management standard. The ISO 9001:2015 certification assures ENA employs a quality management system to continually monitor and manage excellence in execution across all areas of operations. As part of this certification, ENA remains focused on continuous process improvement to “raise the bar” against which we measure our service quality
ENA CTAC monthly average call metrics
ENA’s super support begins with the Customer Technical Assistance Center (CTAC).
Average ENA CTAC Hold Time
We notify the customer within 15 minutes of an outage event
84% of our customer support engineers hold advanced technical certifications, such as CWNA, CCNP, CCNA, and HDI
First contact resolution:
ENA CTAC – 93%