Transcript Survey of Residential Broadband Services

Survey of Residential
Broadband Services
Presented By John F. Veal, Jr.
April 27, 2005
ACSG520
Dr. Alzoubi
Sources for
Surveys
• Internet service is a lot like cell-phone service.
Accordingly, massive customer surveys are one of the
best ways to evaluate Internet Service Providers (ISPs).
• J.D. Power and Associates (better known for its
automobile research) solicited responses from over
9500 residential ISP customers, including both dial-up
and broadband (cable and DSL) users.
• PC World, Network World Fusion and PC Magazine
also survey users to find the best ISP. Consumer
Reports discusses the perks of switching to broadband
but doesn't rate providers.
From CNET:
• CNet.com reports that "nearly half (45 percent) of homes
in the United States now have a connection that's faster
than dial-up."
• Experts push the benefits of broadband over dial-up, and
traditional dial-up companies such as AOL have added
broadband-enhanced features to their list of services.
• However, even as more households make the switch,
experts say dial-up will always have a place in the
market. Even for broadband customers, dial-up is still the
most common and convenient way to get your e-mail on
the road.
Dial-up vs.
Broadband
• Internet service can be classified as dial-up or
broadband. While most are familiar with dial-up
technology, broadband may be unfamiliar.
• Broadband is an Internet connection that's always 'on'
and is up to 150 times faster than dialup access. As
long as your computer is turned on, and your modem is
functioning, you are connected to the Internet. Users do
not need to log on or off and there's no waiting for
access.
• 'Broadband' is an umbrella term which includes three
different types of access: Cable, DSL and satellite.
Dial-Up vs.
Broadband
• Services that operate through cable TV wires, like
Optimum Online, Earthlink cable or Road Runner, may
be available from your local cable-TV company.
• Some broadband cable companies claim to be up to
150 times faster than dial-up and three times faster
than DSL, but actual connection speed depends on a
lot of variables, and such an estimate assumes no other
users are connected, since cable users within a defined
area share bandwidth.
Dial-Up vs.
Broadband
• Connection rate fluctuates based on the number of
users, which means speeds can slow during peak
hours. Realistically, cable speeds are noticeably faster
than dial-up, most experts say speeds are comparable
to DSL.
• Besides speed, another advantage to cable is that you
may receive a discount from your local cable company
for getting both the cable TV service and cable
broadband Internet service. Cable broadband rates
typically range from $45 to $55 before any discounts.
Dial-Up vs.
Broadband
• Digital Subscriber Line (DSL) technology uses existing
telephone wires without interfering with voice service. It
depends (among other things) on your distance from a
telephone company switching station.
• Unlike dial-up or cable, the farther away you are from
the issuing company's central office, the spottier your
connection. DSL prices are competitive with cable
prices but you may be able to sign up with your local
telephone company to receive a discount with phone
service. If DSL isn't yet available in your area, the
phone company may also provide notification when
your neighborhood is included in these plans.
Dial-Up vs.
Broadband
• Satellite is the least-used connection for residential
broadband. But for those living in isolated, rural areas
with no access to DSL or cable, it's the way to go.
• Like satellite TV, satellite Internet requires you to attach
a dish to your home which absorbs broadcasted
Internet signals. Monthly fees range from $50 to over
$100 and that doesn't include the hundreds required for
hardware.
• In addition, restrictions are placed on the amount of
bandwidth you can use in a certain timeframe.
Maximum data transmission speeds are around 60Kbps
upstream/ 600Kbps downstream.
Dial-Up vs.
Broadband
• So which is better, DSL or cable?
• According to CNet.com editors, cable has the edge—
but barely, and your decision will start with what's
available in your area. Your cable TV provider can tell
you what's available, and with which service provider.
Dial-Up vs.
Broadband
• J.D. Power is best known for its car satisfaction ratings,
but the company has begun to make inroads into other
industries as well by compiling massive customer
surveys.
• This press release summarizes the research firm's 2004
ISP Residential Customer Satisfaction Study which, in
the dial-up category, is topped by Earthlink,
Juno/NetZero and AT&T Worldnet.
• As for wireless providers, Earthlink takes the most votes
again, followed by Verizon and Road Runner. Results
are based on responses from over 9500 customers.
Next Generation
Broadband
Defined
• An optical access network that will connect each home
using a dedicated fiber optic cable and equipment with
lasers to send and receive information using the
Internet protocol (IP) and Fast Ethernet.
• A networking transmission standard that provides 100
Megabits per second (Mbps) of symmetric bandwidth.
Required
Hardware
• A network Demarcation Unit that is attached to the
outside of customers’ homes, to terminate fiber
connection.
• Connects to a new Residential Ethernet Gateway that is
located inside customers’ homes and connects to their
PCs and telephones.
Performance
• The WinFirst service will be 65 times faster than typical
1.5 Mbps high-speed connections offered today.
• Will enable download of a DVD movie in “eight
minutes.”
• Same bandwidth both upstream and downstream will
enable people to share files directly with each other
through true peer-to-peer networking.
Advantages
• No legacy network to upgrade: reliability, scalability
and bandwidth capacity.
• Immune to electromagnetic interference and
atmospheric conditions.
• Improved Quality of Service.
• High bandwidth in both directions.
• Uses Ethernet technology which is common to virtually
every PC.
Disadvantages
• Cost
• Fragile-Microfractures/microbends
• Difficult to splice
• Existing infrastructure
Technology
Leaders
• Corning
• WINfirst-Lucent Technologies
• Verizon
• Ciena
• Nayna Networks
Class Survey
• Do you have Internet access? (yes, 4 0f 4)
• Who is your ISP provider? (2-SBC,1-AOL, 1-ComCast)
• Are you satisfied with your ISP provider? (3-Yes, 1-So
So)
• Do you believe high-speed Internet access is
important? (Yes, 4 of 4) Very important to all
• Do you feel that your type of service is adequate for
your household? (Yes, 4 of 4) Very adequate.
• Would you change your ISP provider for a cheaper fee?
(Yes 4 of 4) As long as the service is equal or better.
Most felt service was over-priced
Class Survey
Results
• The overall response to having high-speed access from
home was very important.
• All respondents felt the need to have lower monthly
fees.
• Of the respondents who answered the survey, SBC was
given the overall highest rating coupled with the best
performance and service.
References
• CNet.com
• J.D. Power Associates
• ISP Residential Customer Satisfaction Survey
• Network World Fusion
• PC Magazine/PC World
Questions/
Comments