Arelion’s commitment to customer excellence means delivering a consistently high-quality experience at every touchpoint. Through our Net Promoter Score (NPS) survey – where we achieved an industry-leading score of 79 in 2025. We continuously gather insights that help us strengthen reliability, responsiveness and customer success.
At Arelion, customer excellence is more than an ambition – it is the foundation of how we work. Our culture is built on care, accountability and a strong belief that great service comes from empowered teams who are committed to doing things right the first time. This industry-leading approach has enabled us to deliver a consistently effortless customer experience, from initial engagement through delivery, operations and long-term partnership.
Our customer excellence framework combines high-performance network operations with proactive support and strong account management. Customers benefit from industry-leading first-line resolution rates, clear communication and a service model designed to minimize friction and maximize reliability.
A key part of our commitment is listening. Through our global Net Promoter Score (NPS) program – where we achieved a market-leading score of 79 in 2025 – we continuously seek feedback to understand what works well and where we can improve. These insights drive enhancements in our processes, tools and interactions, ensuring that customer needs remain central to every decision.
Whether you’re considering Arelion as a partner or already working closely with us, our priority is to provide a reliable, transparent and collaborative experience that supports your business goals. Customer excellence is not just a metric for us – it’s how we build long-term trust.
We are a dedicated team responsible for delivering network-related orders across multiple product portfolios and technologies. Our primary focus is to ensure a seamless Customer Experience by providing concise communication throughout the delivery cycle. Our processes are aligned with measurable and transparent lead times to guarantee that we deliver right first time – every time.
We've made it our mission to share as much information with our customers as we can. My Arelion portal gives you full access to the services you buy, and a comprehensive view of your underlying service performance. The portal uses the same Open APIs as our customers, and we're continously adding more data to our Open APIs. Stay on top of your service inventory, ongoing and past deliveries, support cases, network disturbances and upcoming planned works, all in one place.
Arelion Customer Support Center (CSC) comprises of highly trained and experienced technology professionals, with in-depth technical knowledge. They work within a customer-centric service environment, applying their profiency and trouble-shooting expertise, which continually leads to high first-line resolution rates, far above our industry peers. Our global customers recognize our CSC as Customer Care champions; their contructive feedback has helped us win a series of awards and accolades.
