Fiber for Breakfast 2024 Week 29 – Comparing Delivered vs. Perceived Network Performance

Subscriber perception of service quality has new ramifications as the FCC has begun requiring internet service providers (ISPs) to publish “Consumer Broadband Labels” for each of their individual service tiers. Large ISPs began displaying them in April. By October, all ISPs will be required to provide transparency through these labels that include pricing, data caps, bundling, and “typical” network performance metrics.

The network performance being delivered to a subscriber’s address can be markedly different from what people living in that household actually experience. Concerns about last mile connectivity can extend to concerns about the last few feet. When there is not a direct wired connection, aspects such as distance to the router, signal interference, equipment age, and more can significantly degrade throughput and latency.

In this discussion, we will cover the key differences in these measurements for regulatory compliance, competitive intelligence, and service validation. Customer perception will continue to be an essential factor in how subscribers value their service. Having third-party validation of the actual network performance being delivered to households can maximize the listed claims of “typical” performance on labels while proving consumer value, reducing churn, and offering protection from unjustified accusations.

Special Guest:

Bryan Darr, VP – Government Affairs, Ookla