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Midco reports network improvements, high customer scores in annual Vermillion franchise update
Summary
Midco told the council it improved network quality and response times in 2024, reported high customer-satisfaction scores, and outlined modest local construction and community sponsorships.
Representatives from Midco delivered the company’s annual franchise update to the City Council, summarizing local service metrics for 2024 and recent construction activity.
Brian Crump, Midco director of field operations, said Midco completed more than 1,700 truck rolls in the Vermillion area in 2024 and reported a first-time-right (FTR) completion rate of about 95 percent. Midco’s on-time arrival metric was roughly 94–95 percent; customer satisfaction (CSAT) averaged 9.8 out of 10. Network quality-of-experience (QOE) for Vermillion was 95.33 percent in 2024, up from 93.44 in 2023; mean time to repair network outages averaged about 2.2 hours.
Crump reported construction activity in 2024 that included service extensions to eight new business accounts, connection of one new eight-unit apartment building, three new single-family homes, about 2,972 feet of maintenance replacement and 993 feet of relocations; the company’s reported local construction investment totaled $92,855 for the year. Midco representatives said they sponsor local events and provided grants in the area, including support for USD events and a Boys & Girls Club grant.
Council members had no questions and no action was required.
