Jakarta, December 15, 2022. The hard work of PT XL Axiata Tbk (XL Axiata) in an effort to provide the best experience for customers (Customer Experience) continues to produce results. One of the most recent is recognition from cellular customers through an independent Opensignal analysis contained in the “Indonesia Cellular Network Experience Report for December 2022*”. In the report, XL Axiata was declared successful in winning four categories out of nine, achieving the best score among a number of operators operating in Indonesia.
The four categories are download speed experience, video experience, game experience, and voice application experience. Analysis of cellular subscribers was conducted by Opensignal for 90 days, from 1 August 2022 to 29 October 2022.
Director & Chief Technology Officer of XL Axiata, I Gede Darmayusa said, "The results of an Opensignal report which placed XL Axiata as the best in four categories in this period show our hard work in tireless efforts to continuously improve the quality of telecommunication and data networks. This hard work has succeeded in presenting a better quality network that hopefully meets customer expectations. However, of course this achievement is not final, because we must be able to maintain it in future periods where customer expectations will also continue to increase.”
Gede added, various initiatives and innovations have been implemented by XL Axiata to improve network performance. These efforts include maintaining signal availability and quality on all XL Axiata BTS, as well as optimizing the network and service (including games, video, voice). These things are carried out on an ongoing basis so as to be able to approach the experience expectations desired by customers. Apart from that, XL Axiata is also implementing a smart investment, namely increasing network capacity by considering the direct impact on customer experience.
The following is an explanation regarding the four mobile experience survey categories from Opensignal which were won by XL Axiata *):
Video Experience Category
Opensignal Video Experience measures the quality of video streamed to a mobile device by measuring real video streaming over a carrier's network. The metrics are based on an International Telecommunications Union (ITU) based approach that builds on in-depth research that yields a relationship between technical parameters, including image quality, video loading time and delay rate, and the experienced video experience according to reports from people. XL Axiata users enjoy the best experience when streaming videos over cellular networks in Indonesia. As a result, XL Axiata is again the winner of Opensignal Video Experience, with 46.5 points (out of 100).
Games Experience category
The Opensignal Game Experience metric measures how mobile users experience real-time multiplayer mobile gaming on a carrier's network. Measured on a scale of 0-100, this experience analyzes how a user's multiplayer mobile gaming experience is affected by mobile network conditions including latency, packet loss, and jitter. XL Axiata beats the competition in terms of the quality of the multiplayer mobile gaming experience in Indonesia. XL Axiata is the new winner of the Game Experience award by Opensignal with a score of 67.1 points (out of 100).
Voice Application Experience category
Opensignal Voice Application Experience measures the quality of experience for over-the-top (OTT) voice services using a model derived from an International Telecommunication Union (ITU) based approach to measuring overall voice call quality and a calibrated set of technical parameters. This model characterizes the precise relationship between technical measurements and perceived call quality. Voice App Experience for each operator is calculated on a scale from 0 to 100. XL Axiata came out on top in Voice App Experience, with a 2.3 point increase reported by users on its network. XL Axiata is the new direct winner of the Voice Application Experience award. XL Axiata users enjoy the best experience when using voice over-the-top (OTT) services, namely mobile voice applications such as WhatsApp, Skype and Facebook Messenger.
Download Speed Experience Category
Measured in Mbps, Download Speed Experience represents the day-to-day speed users experience across carriers' mobile data networks. Cellular users in Indonesia are again observing the fastest average download speed on the XL Axiata network. Therefore, XL Axiata won the Download Speed Experience award, this time with a score of 20.8 Mbps. Meanwhile, XL Axiata users experienced the biggest increase in average download speed up 10.9% since Opensignal's last report.
As of the end of September 2022, XL Axiata operated more than 90 thousand 4G BTS serving more than 57 million customers. The number of 4G BTS increased by more than 20 thousand units compared to the number in the same period in the previous year. XL Axiata's fiber optic backbone network stretches for more than 130 thousand km, supporting data networks spread across the vast Indonesian Archipelago. The XL Axiata fiberization project is also continuing, as of the end of September 2022 it has reached around 76% of the total BTS.
XL Axiata's 4G network has served customers in a total of more than 61 thousand villages/wards, 5.700 sub-districts (kecamatan) and 469 districts (kabupaten) in 34 Indonesian provinces, and will continue to grow in the coming years. The existence of a quality data network plays a role in supporting the digitization process in various fields, while at the same time facilitating the wider community in increasing digital literacy.
*Opensignal Awards – Indonesia: Mobile Network Experience Report December 2022, based on independent analysis of mobile measurements recorded during the period August 1 – October 30, 2022 © 2022 Opensignal Limited.