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Ripple Fiber — customer sentiment

Account health from SharePoint email, weekly call transcripts and Read AI meeting reports.

CustomerRipple FiberWeek of11 Aug 2026Emails287Calls23Last pulled14 Aug 06:00Data from 8/14/2026, 6:00:00 AM
SCORE: YELLOW — WATCH

Ripple Fiber / Fibre build · Data pulled 14 Aug 2026 · Trend: trending toward RED — reply times slipping and one commitment now 16 days old.

02Customers monitored

Monitored
12
Red
1
Yellow
3
Green
8
Sources

Item counts and ranges for this run.

SharePoint · Ripple Emails287 · 20 May – 30 JulSharePoint · Call transcripts23 · 11 Mar – 29 JulRead AI meetings10eSpeednot connected

03Signal strength

Replies under 24h
72%−9 pts
Against the 85% we committed to on the 29 Jul call
Escalation keywords by week

Signature and confidentiality boilerplate stripped before matching.

Median reply time
Contact volume

04Signals this week

One row per discrete finding. Detail is fully cited; Source names the email or call it came from.

5 rows
SignalDetailSource
Reply time slippingMedian Essentia reply to a ripplefiber.com message moved from 19h (W30) to 31h (W32). Two threads crossed 48h: "RE: Splice schedule — Zone 4" (7 Aug) and "RE: Invoice 10842" (11 Aug).Emails 7–13 Aug
"delay" risingThe word appeared 6 times this week against 1 the week before, across 4 distinct threads and the 29 Jul weekly call.Emails + call 29 Jul
Invoice dispute openInvoice 10842 disputed on the 29 Jul call. No resolution date has been given in the 16 days since; the thread has had no Essentia reply since 11 Aug.Call 29 Jul, email 11 Aug
No escalation languageNo ultimatums, no executives CC'd, no formal complaint language detected this period.All sources
CORRECTIONLast week's report counted 3 open commitments. The splice schedule item had already been closed on 11 Aug and should not have been listed.Prior report, 07 Aug

05Open commitments tracker

Open and recently closed together, so the full arc is visible rather than only outstanding risk.

4 rows
CommitmentOwnerFlagged / dueStatus / age
Site walk confirmation to Ripple ops teamLindon04 Aug 202610 days open
Invoice 10842 dispute — resolution dateUnassigned29 Jul 202616 days open
Zone 4 splice schedule shared with opsUros08 Aug 2026CLOSED — sent 11 Aug
Permit pack for the Route 29 crossingLindon18 Aug 2026Not yet due

06Trend analysis

Direction
Declining. Two consecutive weeks of slower replies and a rising repeat-concern count, against no improvement in the open items.
Most repeated concern
Schedule slippage on Zone 4, raised in 4 email threads and on the 29 Jul call.
Improving
Splice scheduling is now shared proactively rather than on request.
Watching
Whether the invoice dispute gets an owner this week. It is the longest-running open item and the one most likely to escalate.
Correction from prior report
The splice schedule commitment was listed as open last week; it had already closed on 11 Aug.
eSpeed / meeting-tool sentiment
Unavailable — eSpeed is not yet connected, so schedule-health signal is absent from this score.
Account timeline
  1. 29 Jul
    Weekly call

    Tone neutral throughout. Invoice 10842 raised as disputed near the end.

  2. 04 Aug
    Site walk committed

    Committed to the Ripple ops team on the call. No confirmation since.

  3. 07 Aug
    First 48h+ unanswered thread

    "RE: Splice schedule — Zone 4" sat unanswered for 51 hours.

  4. 11 Aug
    Zone 4 splice schedule sent
  5. 13 Aug
    Invoice thread goes quiet

    No Essentia reply on the dispute thread since 11 Aug.

07Recommended actions

3 rows
OwnerTimeframeAction
LindonTodayGive invoice 10842 a named owner and a resolution date, and reply on the existing thread rather than opening a new one — it is 16 days old and is the single item most likely to turn this account red.
LindonThis weekConfirm with the Ripple account owner that the site walk is actually scheduled, so the commitment can be closed rather than continuing to age.
UrosThis weekKeep sending the Zone 4 splice schedule proactively — it is the one signal moving in the right direction, and stopping would remove the only positive in this report.
What happens if invoice 10842 is still unowned on Friday

The path this account takes without an owner, based on the last two escalations. Setting an owner and a resolution date ends it at the first step — a credit note or a written rejection closes the commitment.

  1. Dispute open, 16 days, unowned

    Where it stands today.

  2. 2
    Raised again on the weekly call
    Next Tuesday
  3. 3
    Written complaint to the account lead
  4. 4
    Executive escalation
  5. 5
    Payment held on open invoices

    The last two escalations both reached this step.

Generated automatically by the Essentia Customer Sentiment Agent (Essentia OS). Sources: SharePoint Ripple Emails, SharePoint Ripple Weekly Meetings — Recordings and Transcriptions, Read AI meeting reports. eSpeed not yet connected.