Our commitment to focus on customer experience
More than 6.3 million Australian homes and businesses can now connect to services over the nbn™ broadband access network.
And while this figure represents substantial progress for the rollout, when it comes to the many factors that affect end-user customer experience, we know there’s more work to be done on those areas within our control.
That’s why we’ve launched a new public progress report to provide you with regular updates on how we’re tracking.
What are we focused on?
Available each month on our website, the progress report will track and monitor the service we deliver to phone and internet providers and the physical connection of homes and businesses to our nbn infrastructure. NBN Co is taking action across three key areas:
NBN Co is prioritising end-user customer experience but we are not taking our foot off the pedal when it comes to building the network, we are working as quickly as we can, without jeopardising the experience of getting Australia connected.
NBN Co is working hard with our delivery partners and phone and internet providers to help them give end users the best packages available, improve the levels of services and work to get them connected quickly.
NBN Co will focus on helping improve the experience of end users by ensuring nbn™ equipment is installed right the first time.
These metrics do not cover services supplied by providers to end users, nor your experience with your phone and internet provider. All of our metrics are based on averages, summaries and simplifications - your experience may vary considerably.
Why a progress report and why now?
The monthly progress report gives all Australians the opportunity to see exactly how we’re tracking on a range of metrics in areas within our control.
Connecting to the nbn™ access network is now a very real prospect for most Australians – it’s more than halfway built and around one in three homes have already signed up.
Here’s exactly what we will be reporting on every month:
- Ready to connect: This will show the number of homes and businesses that can connect to a plan over the nbn™ access network by ordering via a phone and internet provider.
- Connected homes and businesses: This will show the number of homes and businesses connected to a plan over the nbn™ access network through a phone and internet provider.
- Right first time installations: This is the percentage of homes and businesses that have their nbn™ equipment installed without additional work from NBN Co the first time the installation is attempted.
- Meeting agreed installation times: This measures the percentage of homes and businesses that NBN Co connects to the nbn™ access network within timeframes agreed with phone and internet providers.
- Average network bandwidth congestion (CVC): This metric looks at the average number of minutes of bandwidth congestion per week per service. This is calculated across all bandwidth purchased by all phone and internet providers across the whole network (CVC congestion). This measure excludes SkyMuster™ satellite services.
- Fixed line network congestion: This metric measures the estimated monthly average percentage of homes and businesses who experience nbn™ access network congestion (as per NBN Co’s congestion measures for fixed line networks). This measure excludes Fixed Wireless and Sky Muster™ satellite.
- Uptake to higher wholesale plans (AVC): This metric looks at the percentage of homes and businesses on: 50Mbps (download) wholesale speed plan or higher and; 25Mbps (download) wholesale speed plan or lower, purchased from a phone and internet provider.
- Network availability: This is the percentage of time the nbn™ access network is available and operating. This is calculated per NBN Co’s agreed service levels with phone and internet providers. This excludes planned network outages.
- Meeting agreed fault restoration times: This is the percentage of faults that NBN Co resolves within the timeframes agreed with phone and internet providers. This NBN Co faults measure tracks individual service faults. The measure also excludes faults not related to the nbn™ access network, Priority Assistance Faults or Enhanced Faults.
- Faults per 100 Connected Homes and Businesses: This is the number of faults on the nbn™ access network per 100 connected homes and businesses per month. This NBN Co faults measure tracks individual service faults, not network related faults, which are tracked separately. This measure also excludes faults not related to the nbn™ access network.
Continuing to make end-user customer experience the very best it can be
In a move towards helping to improve end-user customer experience, we recently took positive steps to ease bandwidth congestion on our network through new wholesale pricing options for phone and internet service providers.
Our work with phone and internet providers has helped reduce average bandwidth congestion across our network from more than 4 hours per week to just 12 minutes, supporting higher speeds during busy periods. This measure excludes SkyMuster™ satellite services.
We’ll continue to listen to end users across Australia, taking valuable feedback on board, just as we did when deciding to temporarily pause sales on our HFC network until we can ensure a higher quality network.
While we’re proud that NBN Co remains on track to complete the rollout of Australia’s broadband access network and connect 8 million homes and businesses by the end of 2020, we are also committed to helping improve customer experience.
We will continue to keep Australians abreast of our progress by making our results available to the public.