How do fixed wireless and fiber operators compare on subscriber metrics like download and upload throughput? What’s a good benchmark for churn rate or support call resolution? Which vendor dominates Access Point (AP) and Customer Premises Equipment (CPE) market share?
The answers to these questions and more can be found in Preseem’s annual ISP Network Report. This unique dataset is drawn from billions of daily metrics from hundreds of regional ISPs worldwide, providing insights into fixed wireless and fiber networks that can’t be found elsewhere.
Operational performance benchmarks are also included in the report so ISPs can measure their performance against their peers. Here are a few highlights from this year’s edition:
Fixed Wireless vs. Fiber
With many fixed wireless access (FWA) operators adding fiber, and vice versa, we examined how the two access technologies compare on key subscriber metrics.
Some other notable findings include:
- Latency for fiber subscribers is lower compared to FWA, though the latency difference between peak and off-peak times for both is relatively small
- Peak latency overall is down 9% year-over-year
- Fiber users consume more than FWA (18GB/day compared to 12.7), but this is mainly due to having larger speed plans.
Industry Benchmarks
Our Operational Survey polled regional ISPs on some common benchmark metrics—see how you stack up to your peers on these key performance indicators (KPIs).
Net Promoter Score | Benchmark > 61
Any NPS result above 0 is considered good, above 50 is excellent, and above 80 is world-class. We recommend implementing methods to track customer satisfaction like NPS, as our survey results show it can positively impact other KPIs.
Churn | Benchmark < 3%
83% of ISPs with an NPS higher than 61 report churn rates of less than 3%, compared to 45% overall. The higher the NPS score, the lower the churn.
Support Call Resolution | Benchmark < 1 hour
ISPs reporting over 50% of support tickets related to network issues are more likely to have churn rates above 10%. Proactively tackling network issues reduces support calls, resolution times, and churn.
Network-related Support Tickets | Benchmark < 25%
ISPs whose network operations teams spend less than 25% of their time resolving network performance issues tend to report churn rates below 3% and NPS scores above 61. Network performance has a direct connection to customer satisfaction and churn.
Access Point Vendor Trends
Preseem collects many AP metrics when measuring and optimizing the subscriber experience, meaning we’re able to reveal a variety of AP vendor trends.
AP Market Share
Ubiquiti has the highest market share for both APs and CPEs. They also show the biggest growth year-over-year in APs installed, but smaller growth in CPEs. This indicates growth in deployments with fewer links per AP. As well, Tarana’s CPE count has more than tripled in Preseem’s dataset year-over-year.
For more vendor trends and all the exclusive insights and metrics from this year’s ISP Network Report, download your free copy here!
Matt Duench, Product Marketing Director
Preseem
Matt is the Product Marketing Director at Preseem, collaborating with various teams at ISPs globally to optimize network performance. With 25+ years of experience in marketing and technology roles at companies like Bell, Sun Life, and Okta, Matt is passionate about customer satisfaction and growth. He enjoys golfing and coaching sports.
