Summary: STL Partners quantifies the customer ‘app experience’ on twenty-seven mobile networks in seven countries. MobiNEX - The Mobile Network Experience Index - benchmarks mobile operators' network speed and reliability by measuring download speed; average latency; error rate and latency consistency. It’s based on billions of real customer data points provided by our partners Apteligent. Congratulations to the top three performers – Bouygues, Free and Orange (all in France). (Executive Briefing Service, April 2016)
Update (October 2016): We have released a follow-up MobiNEX report using data from H1 2016.
You can view an extract here.
Below is a 3 page extract from this 30 page Telco 2.0 Report that can be downloaded in full in PDF format by subscribers to the Executive Briefing Service here. The full report includes an Executive Summary, along with further detailed content and figures outlined below the extract. To find out more about how to join or access this report please see here or call +44 (0) 207 247 5003.
Data for the report was provided by mobile app intelligence specialist Apteligent.
In response to customers’ growing usage of mobile data and applications, STL Partners has developed MobiNEX: The Mobile Network Customer Experience Index, which benchmarks mobile operators’ network speed and reliability by measuring the consumer app experience, and allows individual players to see how they are performing in relation to competition in an objective and quantitative manner.
We assign operators an individual MobiNEX score based on their performance across four measures that are core drivers of customer app experience: download speed; average latency; error rate; latency consistency (the percentage of app requests that take longer than 500ms to fulfil). Apteligent has provided us with the raw data for three out of four of the measures based on billions of requests made from tens of thousands of applications used by hundreds of millions of users in Q4 2015. We plan to expand the index to cover other operators and to track performance over time with twice-yearly updates.
Encouragingly, MobiNEX scores are positively correlated with customer satisfaction in the UK and the US suggesting that a better mobile app experience contributes to customer satisfaction.
The top five performers across twenty-seven operators in seven countries in Europe and North America (Canada, France, Germany, Italy, Spain, UK, US) were all from France and the UK suggesting a high degree of competition in these markets as operators strive to improve relative to peers:
The bottom five operators have scores suggesting a materially worse customer app experience and we suggest that management focuses on improvements across all four measures to strengthen their customer relationships and competitive position. This applies particularly to:
Surprisingly, given the extensive deployment of 4G networks there, the US operators perform poorly and are providing an underwhelming customer app experience:
MobiNEX scores – Q4 2015
Source: Apteligent, OpenSignal, STL Partners analysis
MobiNEX vs Customer Satisfaction
Source: ACSI, NCSI-UK, STL Partners
...to access the other 27 pages of this 30 page Telco 2.0 Report, including...
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...Members of the the Executive Briefing Service can download the full 30 page report in PDF format here. For non-members, to find out more about how to join or access this report please see here or call +44 (0) 207 247 5003.
Technologies and industry terms referenced include: 3, 500 ms, App, Apteligent, Bouygues, Customer Experience, Customer Satisfaction, Downlink, Download Speed, E-Plus, EE, Error Rate, Free, Index, Latency, LTE, Mobile, MobiNEX, Movistar, Network, O2, Operator, Orange, Speed, Sprint, STL, T-Mobile, Telco 2.0, Wind