nbn has announced it will release a new monthly customer report to track service and quality improvements across the broadband access network.
The report aims to improve customer experience, allowing Australians to track its performance in improving services delivered across the network.
The report documents nbn performance in improving its service quality, co-operation with industry partners and progress with the network rollout.
It includes key measures such as the number of homes and businesses which can connect to the NBN, network congestion levels, the percentage of homes and businesses on a 50mbps (download) wholesale speed plan or higher, installations completed right the first time, and the average number of faults.
According to the latest report the average network bandwidth congestion has dropped from four hours and 50 minutes to 12 minutes from February 2017 to February 2018, and 0.119 per cent of homes now experience slow speeds.
The report also states the number of homes and business connected has jumped by more than 1.5 million.
“We have listened to the community’s feedback and want to assure all Australians that end user’s customer experience is the number one priority of every employee working at nbn Co,” nbn Chief Customer Officer – Residential, Brad Whitcomb said.
“Our team has been working very hard over the course of the last 12 months as the network became available to a critical mass, to help ensure the experience of connecting and using services over the NBN access network is meeting and exceeding end user’s expectations.
“Significant progress has been made to improve the speeds delivered during peak hours, with internet and phone providers now provisioning more bandwidth on the network than before we announced our new wholesale pricing options.
“We’ve also demonstrated we will prioritise the experience of people who have connected to the NBN access network, over the pace of rollout, by temporarily pausing sales on our HFC network until we can ensure the network delivers the optimal service it is capable of.
“The rollout of the NBN access network is an industrywide transformation of our nation’s telecommunications services and impacts every Australian – it’s critical that we continue to strengthen our systems and processes with our retail customers and delivery partners to ensure we are collectively prioritising customer experience.”
The rollout of the NBN access network is now more than halfway built with around one in three Australian homes and businesses already connected.
