Customer Service Statistics

Cogent owns its fiber network end-to-end, enabling us to control virtually all aspects of the customer experience. We monitor the network right down to the customer port, which we check every minute of every day of every month of every year that we serve you.

We are equally diligent in monitoring our support team statistics. We don't want you to waste your valuable time in an endless call queue. While Cogent's superior network performance and near perfect billing accuracy rates keep our overall call volume low, we nevertheless strictly monitor statistics such as call answer time (how long did our customers have to wait?) and mean time to repair (how long until we resolved a perceived problem?). Our commitment is to raise your level of satisfaction to new heights. See our service statistics below (tracked and updated quarterly).


Customer Service Response Statistics
  4th Quarter
1st Quarter
2nd Quarter
3rd Quarter
Four Quarter
Technical Support          
Average Answer Time for
Inbound Customer Service Calls
(seconds) - Global
11 13 14 14 13
Mean Time to Repair (hours) - EU
2.0 0.9 1.4 2.1 1.6

Mean Time to Repair (hours) - NA
1.9 1.7 1.5 1.7 1.7
Billing Support          
Average Answer Time for
Inbound Customer Billing Calls
(seconds) - Global

7 7 9 9 8