New Website and App Features, Paired with its Leading Net Promoter Score, Strengthen the Internet Provider’s Commitment to Community and Innovation
Prattsburgh, New York – July 30, 2025 – Empire Access, a Northeast fiber optic service provider, announces the official launch of its redesigned e-commerce platform. The new platform reflects Empire Access’ dedication to delivering exceptional customer value and intuitive digital experiences by further strengthening the company’s reputation as a trusted local Internet provider across Pennsylvania and New York known for industry-leading customer satisfaction.
Empire Access’ new website update offers an intuitive, easy-to-navigate environment for residential customers, with plans that emphasize their value-added features. Customers can now seamlessly manage their devices, protect connected Wi-Fi devices, and more through the Empire Access CommandIQ app, powered by Calix, providing robust, secure connectivity and peace of mind for residential customers. The app is available to download on the Google Play Store and Apple App Store.
“Empire Access is dedicated to empowering our communities with technology that is reliable, accessible, and designed with the customer in mind,” said Kevin Dickens, CEO of Empire Access. “With the launch of our new e-commerce platform, we are not only making it easier for customers to engage with our services but also demonstrating our ongoing commitment to their satisfaction and loyalty. Our industry-leading NPS score is a testament to the trust our customers place in us.”
Empire Access’s Net Promoter Score® (NPS®) of +74 places the company within the 100th percentile of the Internet service industry. NPS, a globally recognized metric of customer loyalty that measures the likelihood customers will recommend a brand to others on a scale from -100 to +100. This exceptional score underscores Empire Access’s dedication to delivering outstanding service and building lasting relationships within the communities it serves. The company’s locally staffed customer service teams show its commitment to supporting digital growth in New York and Pennsylvania communities by maintaining a strong local presence.
To explore Empire Access’ Internet plans, visit its website for residential packages.
About Empire Access
Founded in 1896 with a single telephone line in Prattsburgh, NY, Empire Access has grown significantly as a local communications provider serving large areas of Upstate New York and Northern Pennsylvania. Empire Access offers a wide range of products and services from scalable high-speed fiber optic internet, TV, phone, and advanced security solutions. Responding to a variety of business and consumer needs, Empire Access continues to expand into new areas while retaining a strong focus on local and personalized customer service. In 2017, 2018, and 2021, Empire Access has been awarded for Best Internet Service Provider in the Southern Tier region of New York, the Southern Tier Award as well as the best FLX Award. Empire Access was named the fastest Internet Service Provider in the Northeastern United States for two consecutive years by PC Mag. In January of 2023, Empire Access closed on a majority investment from funds controlled by Antin Infrastructure Partners. Learn more at www.empireaccess.com.
Media Contact:
Jake Curtachio
iMiller Public Relations
Tel: 1.914.315.6424
Email: empireaccess@imillerpr.com
Recent Articles
Customers Have Given Empire Access A Net Promoter Score Of 74!
What Is A Net Promoter Score? Net Promoter Score (NPS) is a tool used to gauge customer loyalty and satisfaction with a brand. It’s based on one straightforward question: “How likely are you to recommend us to friends and family?” Responses to this question reveal valuable insights, showing how many customers are loyal advocates, how many are on the fence, and how many are dissatisfied. The scale ranges from 0 (not at all likely) to 10 (extremely likely). What Does A Net Promoter Score Of 74 Mean? A NPS of 74 is exceptionally high and indicates that our customers are extremely satisfied and loyal. NPS range from 0 to 100, with the telecommunications industry averaging a score of 30 according to CustomerGauge.com. This not only puts Empire Access miles ahead it its competitors, but inside the final tier of the NPS range described as “world class.” To put things into perspective, Apple’s NPS is 72, Netflix 64, and Amazon 62, meaning Empire Access has built trust with our customers that exceeds that of some of the largest companies in the world. How Did We Get This Score? Wondering What World Class Internet Feels Like? Make the switch to Empire Access and experience for yourself what world-class internet feels like. Enjoy fast and symmetrical download and upload speeds, easy and free installation, transparent billing, and 24/7 local customer support. Make the switch and see what so many people are already talking about. Visit our website and sign up today. We’ve always got exciting special offers for new customers.
Setting Up Your Empire Access Customer Portal Account
Our e-commerce portal makes managing your plan easy. Never worry again about missing a payment, keeping track of your payment history, creating a trouble ticket, and more. The best part is, signing up is so easy! *Please note: Log in to the Empire Access Customer Portal is available after your first billing statement To sign up for the customer portal, follow these steps: How To Set Up Your Account How To Login In To Pay Online If you have any questions, please feel free to reach out to us at 1-800-338-3300. Our customer service team is available 24/7
Empire Access Announces Exciting Partnership with the Scranton/Wilkes-Barre RailRiders
Scranton, PA, April 10, 2025 – Empire Access, a leading provider of fiber internet to northern Pennsylvania and southern New York, is thrilled to announce a new partnership with the Scranton/Wilkes-Barre RailRiders, the Triple-A affiliate of the New York Yankees. This collaboration is poised to bring exciting experiences to RailRiders fans and the Scranton/Wilkes-Barre community, combining the excitement of baseball with the cutting-edge technology of Empire Access. Exclusive Fan Experiences Special promotions and events are planned throughout the baseball season, offering fans unique opportunities to engage with the team and the community. We’re counting down the day until April 8th when we will be in attendance to watch the season opener against the Rochester Red Wings. Then on May 30th we’ll be back again. Be sure to visit our table where you can learn more about our services, get free Empire Access merchandise, learn about exclusive offers, and enter in to win a free VIP Suite night on June 27th when the RailRiders square off against the Boston Red Sox’s Triple-A affiliate, the Worcester Red Sox! But the giveaways don’t stop there. Fans are encouraged to visit our Fan Compass campaign on the RailRiders website ranging from May 2nd to June 12th, offering RailRiders fans the ability to opt-in to a fun campaign promoted by Empire Access that includes another VIP Suite for a future RailRiders game including 18 tickets and 2 parking passes as well as a gift from Empire Access! Strengthening Community Ties Both Empire Access and the Scranton/Wilkes-Barre RailRiders are committed to making a positive impact in the community. Through this partnership, they aim to foster greater community involvement. By working together, they hope to create memorable experiences for fans and residents alike. Empire Access first announced its expansion into Scranton in November 2022 and began construction the following February. It now provides award winning home internet to residents and businesses along with communication solutions like home phone, entertainment options like television and streaming, and even home security. Looking Ahead As the baseball season unfolds, Empire Access and the Scranton RailRiders look forward to a successful partnership that enhances the fan experience and brings the community closer together. Stay tuned for more announcements and exciting events throughout the season! Empire Access is proud to be a part of the Scranton community and is eager to support the RailRiders in their pursuit of excellence on and off the field. Here’s to a season full of thrilling games and memorable moments! About Empire Access Founded in 1896 with a single telephone line in Prattsburgh, NY, Empire Access has grown significantly as a local communications provider serving large areas of Upstate New York and Northern Pennsylvania. Empire Access offers a wide range of products and services from scalable high-speed fiber optic internet, TV, phone, and advanced security solutions. Responding to a variety of business and consumer needs, Empire Access continues to expand into new areas while retaining a strong focus on local and personalized customer service. In 2017, 2018, and 2021, Empire Access has been awarded for Best Internet Service Provider in the Southern Tier region of New York, the Southern Tier Award as well as the best FLX Award. Empire Access was named the fastest Internet Service Provider in the Northeastern United States for two consecutive years by PC Mag. In January of 2023, Empire Access closed on a majority investment from funds controlled by Antin Infrastructure Partners. Learn more at www.empireaccess.com. About The RailRiders In 2008, PNC Field became the official home of the RailRiders. Located just 2 hours North of Philadelphia and 2 hours west of New York City, PNC Field is no stranger to both local and out-of-state traffic. The mission of the Scranton/Wilkes-Barre RailRiders is to provide fun, affordable, family-entertainment, to our community, while striving for unprecedented success on and off the field. We are dedicated to upholding our strong tradition of creating a winning environment where Yankkes players can develop their baseball skills while learning to give back to the community. The Scranton/Wilkes-Barre RailRiders take great pride in our storied history as a Northeastern Pennsylvania gathering place as we embrace new technology, continuously improve our home, and welcome more fans than ever to the RailRiders experience. To learn more about Daily Promotions, Theme Nights, Giveaways, and more, visit https://www.milb.com/scranton-wb. Empire Access Media Contact: Mark Lamendola Director of Marketing Tel: (800) 338-3300 Email: mark.lamendola@empireaccess.com Photo Caption: Empire Access Vice President of Sales Bob R. VanDelinder poses with Scranton/Wilkes-Barre RailRiders mascot CHAMP.
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Online pricing is available to residential customers only.
