The latest news from the Fiber team
Meet the Google Fiber Academy
Wednesday, September 16, 2015
Three years ago, I
laid out a vision
for how customer service would be different with Google Fiber. We wanted people to expect friendly
, and experiences that show
. We’ve worked hard to rise to this challenge—visitors at our service centers are helped in under one minute on average, while call center hold times are just 33 seconds on average. As Google Fiber grows, our mission is to keep our customer service standards high across all of our Fiber cities.
Today, we’re introducing the Google Fiber Academy, a brand new training facility based in Metro Atlanta. Google Fiber vendors will send in-home installers from around the country to the Academy to take courses including how to provide high quality customer service, the best techniques for installing Google Fiber, and the most helpful ways to demo our product for customers.
Google Fiber’s customer service is based on one simple principle—treat people with respect. That means showing up
on time for appointments
, which installers working with Google Fiber do 96% of the time. It means
taking care of people’s homes
, like planting new grass seed after digging, when needed. And it means
never treating people like a number
. Take, for example, the contractor who
found a customer’s lost puppies
and watched them until the owner returned.
Google Fiber is shaping people’s expectations—they’re demanding faster Internet at more affordable prices. My hope is to have this
on customer service. We’ve had the opportunity to build our customer service experience from the ground up. Now, the Fiber Academy will enable us to exceed your expectations as we grow.
Posted by Alana Karen, Director, Google Fiber Customer Service
Exploring Three New Cities for Google Fiber
Thursday, September 10, 2015
Demand for superfast Internet is at an all-time high. The
has started new initiatives to encourage faster Internet, while local companies like Kansas City’s
are relying on gigabit speeds to grow. And Americans are
for gigabit Internet at a growth rate of 480% each year. While much of the United States still lags behind the
rest of the world
in Internet speeds, cities like Kansas City—where Fiber started—rank amongst the
in the world. We want to see more U.S. cities at the top of that list.
Today, we’re inviting three more cities—Irvine, CA, Louisville, KY, and San Diego, CA—to work with us to explore bringing Google Fiber to their communities. Our next step is to begin a joint planning process with city leaders, just as we did when we
began working with
nine metro areas last year.
Irvine, Louisville and San Diego will join
twelve metro areas
where we're connecting users, designing and constructing new networks, or exploring the possibility of Google Fiber.
To kick things off, we’ll work with Irvine, Louisville and San Diego to conduct a detailed study of factors that affect construction, such as local topography, housing density, and the condition of existing infrastructure. Meanwhile, cities will complete a
checklist of items
—such as providing a map of utility lines—that will prepare them for a large-scale fiber build.
We’ve seen that this planning process is helpful, both for Google Fiber and city officials—working together, we can take a massive infrastructure project and break it into manageable pieces.
Once we complete this planning process, we’ll determine if we can bring Google Fiber to Irvine, Louisville and San Diego. Every city is different and will move on a unique timeline, so we’ll keep in touch with residents about our progress along the way. And regardless of whether Google Fiber comes to the region, this process gives cities a head start in
gigabit provider to the area.
It’s clear that Irvine, Louisville and San Diego have strong leaders at city hall, who are passionate about
to their communities and
making the Internet more accessible
for everyone. From
to San Diego’s
, these cities are growing tech hubs with entrepreneurial cultures—great places to show us what’s possible with gigabit speeds. We’re looking forward to working together as we explore bringing Google Fiber to these communities.
Posted by Jill Szuchmacher, Director, Google Fiber Expansion
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