In a market where broadband has become commoditised, Glide is setting a new standard. Not through technology alone, but through the experience we deliver. For both Build to Rent (BTR) and Purpose-Built Student Accommodation (PBSA), we believe that our service-led approach is what truly sets us apart.
This emphasis on service is not simply a strategic preference; it is supported by industry research. McKinsey & Company has found that organisations which lead in customer experience can increase satisfaction by up to 20% whilst reducing service costs by as much as 25%, demonstrating that service excellence is not only beneficial for customers but also commercially sound (Benjamin et al., 2019).
We are proud to be at the forefront of this movement. Our Net Promoter Score (NPS) has reached an outstanding +89 across both BTR and PBSA, a reflection of our team's commitment to delivering exceptional customer satisfaction. In addition, our 2024/25 score for sites using Glide Home (for what this is, see below) averaged 86% for user satisfaction, reinforcing our dedication to continuous improvement.
Nicola Payne, Head of Customer Experience at Glide, explains:
“Our customers are satisfied, and that’s something we’re proud of. But for us, satisfaction isn’t the finish line; it’s the starting point. We’re always looking for ways to improve, to go further, and to do better by our customers. Continuous improvement isn’t just a goal at Glide – it’s part of who we are.”
At Glide, we understand that connectivity is no longer a luxury; it’s a utility, an essential part of modern living. But what makes us different is how we wrap that utility in a best-in-class managed service, designed to meet the evolving needs of both operators and residents.
There are four key facets that comprise Glide’s service differentiation:
- Service innovation
- Personal touch
- Proactive partnership
- Future-proof flexibility
Service innovation: a seamless experience from day one
Our onboarding process is designed to be effortless. Whether it’s simplified registration or our zero-touch onboarding solution through Glide Harmony, residents can connect and get online the moment they move in. No waiting, no hassle, just instant access to fast, reliable internet.
And once they’re connected, they stay connected. That’s where Glide Home comes in, creating a secure, private network for each resident, allowing them to roam freely across their building – from their apartment to the gym or communal lounge – without ever dropping off the network. It provides a traditional home broadband experience with the comfort and security of a private connection, removing the limitations of communal Wi-Fi.
The personal touch: service that never sleeps
Our 24/7 support desk and real-time monitoring capabilities ensure that help is always available, whenever it’s needed. Behind the scenes, our dedicated account directors and service managers work closely with operators to deliver a consistently high-quality experience. This isn’t just about fixing problems; it’s about anticipating needs, continuously improving and being one step ahead in anticipating any potential hurdles.
That commitment is reflected in our numbers: a Net Promoter Score of +89 and a 93% customer satisfaction rating from operators across both BTR and PBSA. These aren’t just statistics; they’re proof that our service-first approach is working.
Proactive partnership: the people behind the performance
At the heart of Glide’s service excellence are our Service Delivery Managers, dedicated professionals who act as the vital bridge between our customers and our operations. Their role goes far beyond issue resolution; they proactively plan upgrades, deliver detailed service reviews and build lasting relationships with clients ranging from major BTR operators to leading universities. Whether it’s supporting check-ins and special events or flying out to meet clients face-to-face, our SDMs embody Glide’s commitment to putting the customer first. Their ability to balance proactive planning with responsive support ensures that every customer, no matter the size, feels heard, valued and supported.
Futureproof flexibility: built for the future
We don’t believe in one-size-fits-all. Our flexible approach means we work with each customer to design a solution that fits their specific needs – whether that’s the commercial model, the infrastructure or the resident experience. Our network is future-proofed to support the increasing demands of modern living, with infrastructure capable of delivering multi-gigabit speeds and beyond.
And we don’t stop at connectivity. We support residents by delivering high-speed, reliable connectivity that helps them get the most out of their digital lives, from streaming and gaming, to working and studying from home without disruption. In addition, we support building operators in achieving maximum operational efficiency. Our robust infrastructure ensures that critical building services like access control, CCTV and energy management, function seamlessly across our network empowering smarter building management and operational efficiencies. We power digital lifestyles and smarter buildings, unlocking value for everyone who lives in or operates within them, by ensuring everything works seamlessly across our network. It’s this level of support that helped Dolphin Square achieve Platinum WiredScore certification, again highlighting that our service adds real value to the resident experience.
Conclusion
Today’s residents, especially young professionals, are referred to as digital natives. They’re remote workers, content creators, gamers and streamers. For them, fast, reliable connectivity isn’t optional – it’s essential.
But in a market where broadband has become a commoditised utility, connectivity alone is no longer a differentiator. That’s why at Glide, we’ve chosen to lead where it truly matters: in the service we provide.
We believe our best-in-class managed service is what sets us apart. From effortless onboarding and seamless connectivity, to 24/7 support, proactive partnerships and future-proofed flexibility. We wrap essential connectivity in an experience that adds genuine value for both residents and operators, so they feel at home from the moment they connect and get the service they deserve.
References
Benjamin, G., Lavandier, H., Muthiah, S., & McKinsey. (2019). The services solution for unlocking industry’s next growth opportunity.
