Enhancing Operational Efficiency and Subscriber Satisfaction: A Case Study on Calix’s Success with IOL Wi-Fi Testing
Introduction
Delivery of broadband services is heavily reliant on wireless technology, challenges can arise after deployment, where the device performance can affect the customer’s wireless satisfaction. These may include Radio Frequency (RF) performance, coverage, and bandwidth.
So, how can companies mitigate these challenges? By utilizing standardized testing for Wi-Fi, such as the Broadband Forum's TR-398 Carrier Grade Wi-Fi test plan available at the UNH InterOperability Lab (UNH-IOL), we can effectively evaluate critical performance areas. This testing measures the performance of Wi-Fi access point (AP) devices against criteria established by service providers worldwide. The BBF TR-398 test plan assesses essential aspects including radio frequency (RF) performance, coverage, bandwidth, capacity, stability, and robustness, among others.
With over four years of successful Wi-Fi testing for the BBF TR-398 Carrier Grade Wi-Fi Program, Calix has enhanced user satisfaction and reduced operational expenses by lowering the number of customer complaints related to poor Wi-Fi performance.
The Story of Calix
Calix has achieved numerous accolades for its award-winning programs, which have consistently delivered exceptional broadband services. These services have led to outstanding subscriber experiences and reduced support costs for customers, enabling them to explore additional revenue opportunities by reallocating resources. The GigaSpire / GigaPro Calix Router family features 15 Broadband Forum listed products, which represent approximately 54% of the BBF.398 Carrier-Grade Wi-Fi Products list.
An Opportunity
Internet users rely on service providers to stay connected for essential activities such as work, school, and home entertainment. According to a 2021 report from J.D. Power, 66% of customer satisfaction is determined by the quality and speed of the internet connection, as well as how customers perceive the value of that connection.(1) Ultimately, Wi-Fi should function reliably without causing issues that negatively affect a subscriber's experience.
Calls concerning Wi-Fi issues were a primary reason Calix customers reached out for support. To address the growing demand for bandwidth and the evolving needs of customers, a solution was initiated through UNH-IOL testing for Wi-Fi. This testing program allows Calix customers to confidently deploy the Gigaspire/GigaPro Router product family, ensuring that Wi-Fi will meet the performance expectations of their subscribers.
By implementing this testing, Calix’s service provider customers have achieved a reduction in operational expenses associated with subscriber calls and truck rolls related to poor Wi-Fi performance. Additionally, it streamlines the process of evaluating new Wi-Fi solutions from Calix, as the BBF.398 tests have already been completed and results are readily available for their Broadband provider customers.
Calix and IOL Partnership
Since 2021, the IOL has been instrumental in enhancing the overall Wi-Fi performance of Calix products, including GigaSpire and GigaPro. Official IOL test results can be provided to Calix Broadband provider customers. With this relationship, staying ahead of subscribers’ bandwidth demands and use cases is pivotal for Calix.
The IOL has helped test Calix products over the years to meet standardized test plan requirements, from the days of ADSL to today with Wi-Fi and PON technologies.
Subscriber Impact
Since achieving the BBF.398 Carrier Grade Wi-Fi status, requests to fix Wi-Fi performance issues from the field have dropped to almost zero each year. BBF.398 products have helped Calix customers provide reliable, high-performance Wi-Fi to their subscribers. This has led to fewer customer calls about Wi-Fi connectivity and performance problems.
The IOL continues to offer valuable services to Calix. The lab’s reliable testing and neutral third-party verification enhance claims of exceptional performance. With high-quality and standardized testing, Calix can deliver trustworthy data and results to their customers.
Get Results
Learn more about UNH-IOL broadband solutions and testing services, including BBF-398 Wi-Fi testing, that can also enhance the wireless experience for customers. The options for Wi-Fi performance testing are flexible, affordable, and results are proven to provide enhanced end user satisfaction.
REFERENCES:
(1) JD Power, “Need and Importance of Reliable Internet Has Never Been So Critical as Speed and Consistency Drive Customer Satisfaction, J.D. Power Finds,” Sept. 23, 2021. https://www.jdpower.com/business/press-releases/2021-us-residential-internet-service-provider-satisfaction-study.html.
(2) Calix, "How Calix Business Insights Helps Marketers Build a Data-Driven Path to Success," Sept. 06, 2024.
https://www.calix.com/blog/2024/09/business-insights.html.