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Report: Consistent Wi-Fi QoE critical to broadband success

October 19, 2023

Airties, a specialist in managed Wi-Fi solutions for broadband service providers, has released a newly commissioned whitepaper from Omdia titled Ensuring Consistent Home Wi-Fi QoE is Critical to Broadband Success. The paper, written by Michael Philpott, Omdia Research Director, Service Provider–Consumer, highlights the global acceleration of ultra-high-speed Internet, the growing need for operators to focus on latency, and the importance of deploying in-home Smart Wi-Fi to enhance Quality of Experience (QoE) for subscribers.

According to this Omdia report, more than 40 per cent of households worldwide will have FTTH connectivity by 2027, and even more in advanced countries. The move to more advanced broadband access technologies is enabling ever-faster broadband speeds, with a 500 per cent increase in the average speed over the past five years, and a further 200 per cent increase expected across all regions in the next five years. But speed alone will no longer be a competitive advantage for broadband operators. The report notes that in the future more and more applications will be interactive in nature, relying as much on low latency as speed, and operators need the right software management tools to identify applications and optimize users’ Wi-Fi performance to avoid the bottleneck simply moving to the in-home network.

“As service providers continue their push towards full-fiber networks and gigabit broadband services, the ability to provide high-speed, low-latency and highly consistent Wi-Fi connectivity to every device and every corner of the home becomes a vital part of the end-to-end broadband strategy,” said Philpott. “Not doing so quickly leads to customer dissatisfaction, which in turn leads to increased operational costs and customer churn. This report discusses the importance of deploying Smart Wi-Fi with enhanced capabilities to address latency, application prioritisation, and continually optimise home Wi-Fi performance.”

“Demands placed upon today’s home Wi-Fi networks have never been higher,” added Metin Taskin, Co-CEO and founder of Airties. “For today’s intensive usage, especially with applications like high-definition video conferencing, cloud-based gaming, and AR/VR, broadband operators need ways to proactively manage the application experience across every connected device in the home. This new report from Omdia addresses key considerations around latency and QoE, and we’re pleased to help make it available to broadband service providers around the globe.”

Managed Wi-Fi is Critical for QoE

Based on Omdia’s research with broadband service providers, the report highlights that a lack of home Wi-Fi investment can lead to the following:

  • An increase in customer support calls, with up to 60 per cent of all broadband service calls relating to Wi-Fi;
  • Increased operational costs due to the complexity of pin-pointing causes of home Wi-Fi issues, pushing up costs to $30 per customer care call, with 10 per cent – 15 per cent of customers needing more than a single call to resolve the issue;
  • Additional inefficiency and unnecessary costs because 80 per cent of routers that are returned as faulty are found to have no physical defect, or no fault found (NFF);
  • A reduction of Net Promotor Scores (NPS) by up to -40 points by not being able to resolve a customer’s Wi-Fi issues promptly; and
  • Unreported discontent, as up to 50–60 per cent of subscribers with Wi-Fi related issues do not report the problem. Such customers typically have a lower NPS of up to -20 points, making a bad Wi-Fi user experience a growing driver of broadband customer churn.

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