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THE STATE OF MOBILE VOICE APP EXPERIENCE October 2019 Authors Peter Boyland, Senior Analyst Hardik Khatri, Technical Analyst Opensignal active userbase: Opensignal is the independent global standard for analyzing consumer mobile experience. Our industry reports are the definitive guide to understanding the true experience consumers receive on wireless networks. Total Devices Total Measurements Data Collection Period 23,822,550 57,564,535,468 Jun 1 Aug 30, 2019 2 Mobile Network Experience Report The State of Mobile Voice App Experience Our Metrics Key FindingsVoice apps are changing the way we communicate. The insatiable growth in smartphone use along with the increasing ubiquity of data connections means that apps such as WhatsApp, Skype and Facebook Messenger are offering an entirely new platform for users to talk to each other. Europe dominates Opensignals new measure of mobile Voice App Experience. Of the 19 countries who achieved a Good rating (80 to 87), only six were from outside Europe. And all of these six were relatively highly developed Asian markets, including Singapore, South Korea and Taiwan. It is difficult to have a decent Voice App Experience using 3G networks but its not impossible. Nine countries had a difference of less than 5 points between their 3G and 4G Voice App Experience scores, with all ranking Acceptable for 3G. And many of these were highly mature markets, including Germany, Hong Kong, Singapore and Switzerland an indicator of what the mobile network experience will be in the future for markets where 4G Availability is rising and is replacing 3G. 3G-only Voice App Experience scores were much lower than 4G scores in every country. Over a third of the countries we analyzed ranked as Good or above for 4G Voice App Experience over 50% more countries than rated Good for overall Voice App Experience. But most of these countries gained Acceptable 3G ratings. At the other end of the table, all the countries that ranked Poor or below for 4G Voice App Experience rated Very Poor or lower for 3G. There is a clear voice experience divide between mature markets and developing countries. Nearly two-thirds of Latin American countries, along with the vast majority of African and Middle Eastern markets, rated Poor or below. But all the European markets we analyzed, along with the U.S. and Canada, ranked as Acceptable or above for Voice App Experience. In over two-thirds of the countries we analyzed users experienced a ranking of Poor or below in 3G Voice App Experience. This highlights the importance of 4G Availability to enjoying a decent Voice App Experience. There were a few interesting anomalies to the 3G/4G pattern. Indonesian users were the only ones to experience a Poor rating on both network types, while Hong Kongs users had the closest Voice App Experience, with just 1.4 points separating the 3G and 4G scores. Voice App Experience is calculated on a scale from 0 to 100: 95-100 Excellent Most users are very satisfied. 87-95 Very Good Most users are satisfied. 80-87 Good Many users are satisfied. 74-80 Acceptable Users are satisfied. 66-74 Poor Many users dissatisfied. 60-66 Very Poor Most users dissatisfied. 45-60 Unintelligible Nearly all users dissatisfied. 0-45 Impossible to communicate. 3 Mobile Network Experience Report The State of Mobile Voice App Experience Our Metrics From phone to app, consumer communications have evolved The spread of mobile data networks is changing the way we communicate with each other. The world of telecom was transformed when Alexander Graham Bell made the first voice call in 1876, followed by the first cellular call nearly a century later. For over 100 years, voice was the primary way of communicating via telephone. But just as cellular signalled the beginning of the decline of copper public switched telephone networks (PSTNs), so voice apps and voice over Internet protocol (VoIP) have triggered a drop in traditional cellular telephone calls. Voice apps such as WhatsApp, Skype and Facebook Messenger offer an entirely new platform for users to call each other, bypassing the traditional cellular channels and offering a true online experience. Voice apps offer flexibility across a number of devices and networks, and have soared in popularity as smartphones become more and more ubiquitous. WhatsApp has an estimated 1.6 billion users worldwide, Facebook Messenger boasts 1.3 billion, while Skype has an estimated 300 million users including its paid-for Business arm. But whats the mobile user experience like on these voice apps on todays mobile networks? As voice apps grow in popularity, their performance will contribute to a customers overall satisfaction with their network provider. Despite the importance of these apps, its difficult to get a clear picture of the experience customers receive when using them and it certainly cant be properly judged from looking at just network speeds or latency tests. Voice App Experience is a unique measure of users perceived experience for over-the-top (OTT) voice services In order to measure the true quality of app-based voice-over-IP (VoIP) calls, Opensignal has begun analyzing how consumers experience these apps and services which they use on their mobile phones. We inaugurate this pioneering approach with an analysis of Voice App Experience. It seeks to answer a simple but exceedingly relevant question for todays mobile 4 Mobile Network Experience Report The State of Mobile Voice App Experience Our Metrics consumers: How good or bad does a call on voice apps like WhatsApp, Skype, and Facebook Messenger render on my operators network? A unique, first-of-its-kind measurement, Opensignals Voice App Experience measures the quality of experience for over-the-top (OTT) voice services mobile voice apps such as WhatsApp, Skype, Facebook Messenger etc. using a model derived from the International Telecommunication Union (ITU)-based approach for quantifying overall voice call quality with a series of calibrated technical parameters. Other companies may be doing similar things on a small scale (e.g. a provider tracking their own voice delivery, or small-scale drive tests), but this is the industrys largest, independent measure to date, offering the greatest amount of service-agnostic, comparative data. Read more about our methodology. For this report, weve analyzed 80 countries from across the globe, drawn on our active user base of over 57 billion measurements from over 23 million Android and iOS smartphones, to see how users Voice App Experience compares in different mobile markets. Europe dominates our Good Voice App Experience rankings Of the 80 countries we analyzed for overall Voice App Experience, 19 achieved a Good rating (80 to 87) and only six were from outside Europe. These six included some of the usual high-flyers that appear in the top tens for our other metrics, including Singapore, South Korea and Taiwan. Among the European countries who gained a Good ranking in Voice App Experience were some of the most mature mobile markets including Belgium, the Netherlands, Denmark and Hungary. But some other smaller European markets also achieved Good ratings, including Slovakia, Croatia and Serbia. Interestingly, none of the “big five“ European countries France, Germany, Italy, Spain and the U.K. gained Good rankings, with all of these in the Acceptable bracket (74 80) for Voice App Experience. 5 Mobile Network Experience Report The State of Mobile Voice App Experience Our Metrics The brackets represent confidence intervals. Read why confidence intervals are important. 5 6 . 15 6 . 56 1 . 26 2 . 16 2 . 66 2 . 96 3 . 66 3 . 76 4 . 86 5 . 86 7 . 46 8 . 66 9 . 56 9 . 66 9 . 87 0 . 17 0 . 87 1 . 07 1 . 17 1 . 37 1 . 47 1 . 67 2 . 07 2 . 27 2 . 57 2 . 77 3 . 07 3 . 17 3 . 57 3 . 57 3 . 87 4 . 27 4 . 57 4 . 87 4 . 87 5 . 07 5 . 27 5 . 37 5 . 47 6 . 17 6 . 97 7 . 07 7 . 17 7 . 27 7 . 27 7 . 77 8 . 17 8 . 17 8 . 37 8 . 37 8 . 47 8 . 47 8 . 57 8 . 67 8 . 87 8 . 97 9 . 27 9 . 47 9 . 77 9 . 97 9 . 98 0 . 38 0 . 48 0 . 48 0 . 58 0 . 98 1 . 28 1 . 38 1 . 48 1 . 48 1 . 58 1 . 78 1 . 78 1 . 98 2 . 08 2 . 08 2 . 18 2 . 28 2 . 48 2 . 60 1 0 2 0 3 0 4 0 5 0 6 0 7 0 8 0 9 0 1 0 0U z b e k i s t a nL i b y aK e n y aC a m b o d i aG h a n aP h i l i p p i n e sA l g e r i aP a k i s t a nB a n g l a d e s hE c u a d o rN i g e r i aN i c a r a g u aS r i L a n k aK a z a k h s t a nC o l o m b i aM o r o c c oP e r uE l S a l v a d o rP a n a m aI n d o n e s i aE g y p tI n d i aD o m i n i c a n R e p u b l i cC o s t a R i c aS o u t h A f r i c aG u a t e m a l aB o l i v i aP a r a g u a yS a u d i A r a b i aT u n i s i aK u w a i tM e x i c oT h a i l a n dM a l a y s i aJ o r d a nH o n d u r a sC h i l eU k r a i n eR u s s i a n F e d e r a t i o nA r g e n t i n aU n i t e d S t a t e s o f A m e r i c aB r a z i lB e l a r u sF r a n c eM y a n m a rI t a l yT u r k e yQ a t a rI r e l a n dV i e t n a mR o m a n i aU n i t e d K i n g d o mP u e r t o R i c oU r u g u a yS p a i nP o l a n dC a n a d aG e r m a n yG r e e c eH o n g K o n g ( S A R C h i n a )I s r a e lS e r b i aB u l g a r i aC r o a t i aP o r t u g a lA u s t r a l i aN e w Z e a l a n dT a i w a nJ a p a nS o u t h K o r e aS w e d e nA u s t r i aS i n g a p o r eS w i t z e r l a n dH u n g a r yF i n l a n dS l o v a k i aD e n m a r kN e t h e r l a n d sB e l g i u mV o ic e A p p Ex p e r i e n c e sc o r e s b y c o u n t r y an d g e o g r a p h y6 Mobile Network Experience Report The State of Mobile Voice App Experience Our Metrics There is clear evidence of a global divide between more mature countries, fast growing ones and developing countries when it comes to Voice App Experience. None of the European markets we analyzed scored less than an Acceptable ranking, while the vast majority of the African and Middle Eastern nations rated Poor or lower. This pattern was mirrored in the Americas, where the U.S. and Canada ranked Acceptable, while barely a third of the Latin American markets (including Brazil) we analyzed achieved this rating. Asia was a slightly different story, with countries ranking all the way from Good to Unintelligible. But the divide between mature and less developed markets was still visible, with Australia, Japan, New Zealand, Singapore, South Korea and Taiwan all gaining Good ratings, while developing mobile countries including India, Indonesia and Cambodia were all firmly in the bottom third of the table with Cambodia drifting into Very Poor territory. Opensignals Voice App Experience quantifies the overall Voice App Experience on a scale from 0 to 100 Score range Classification Interpretation 95 - 100 Excellent Most users are very satisfied. Operator provides consistently good over-the-top (OTT) voice quality experience across the customer base. 87 - 95 Very Good Most users are satisfied. Operator generally provides good OTT voice quality experience. Occasionally, there may be some impairments to the call, primarily related to level of loudness. 80 - 87 Good Many users are satisfied. Minor quality impairments experienced by some users. Sometimes the background is not quite clear, it can be either hazy or not loud enough. Clicking sounds or distortion are very occasionally present. 74 - 80 Acceptable Users are satisfied. Perceptible call quality impairments experienced by some users. Short duration of clicking sounds or distortion can be heard, and/or the volume may not be sufficiently loud. Listener is generally able to comprehend without repetition. 66 - 74 Poor Many users dissatisfied. Call quality impairments experienced by many users. Distortion, clicking sounds or silence experienced during the call, which is perceptible and can be annoying. 60 - 66 Very Poor Most users dissatisfied. Significant call quality impairments experienced by most users. Occasional instances of distortion, clicking sounds or silence experienced during the call. It can be difficult to understand parts of the conversation without repetition. 45 - 60 Unintelligible Nearly all users are dissatisfied. Frequent instances of long pauses, clicking sounds or distortion can be heard during the call. Frequent repetition is required to be comprehensible, or there are frequent conversation overlaps. 0 - 45 Impossible to communicate 7 Mobile Network Experience Report The State of Mobile Voice App Experience Our Metrics Voice App Experience will be added to our key award metrics in all of Opensignals country-specific national reports going forward, alongside 4G Availability, Video Experience, Download and Upload Speed Experience, and Latency Experience just like our recent Mobile Network Experience report on Malaysia. We will also publish two supporting metrics for the overall Voice App Experience scores: 3G and 4G Voice App Experience. Voice App Experience on 4G networks is most often Good, whereas on 3G it is Poor When we look at the Voice App Experience by country divided between 3G and 4G networks, we can see the variation between the user experience by mobile technology. The 3G Voice App Experience scores are lower in every country compared with their 4G equivalents. But the difference between these scores is far from uniform. Over a third of the countries we analyzed ranked as Good or above for 4G Voice App Experience this is 50% more markets than we saw achieving this rating for overall Voice App Experience. By comparison, our users in only one country, Sweden, enjoyed a 3G Voice App Experience in the Good category. Less than 30% of the countries we analyzed secured an Acceptable ranking for users when connected on 3G networks, while the majority (38%) rated Poor. 8 Mobile Network Experience Report The State of Mobile Voice App Experience Our Metrics The brackets represent confidence intervals. Read why confidence intervals are important. 6 3 . 06 5 . 36 5 . 86 7 . 46 8 . 46 9 . 87 1 . 97 2 . 67 2 . 67 2 . 87 3 . 07 3 . 07 3 . 27 3 . 67 3 . 87 4 . 07 4 . 37 4 . 67 5 . 07 5 . 17 5 . 27 5 . 67 5 . 67 6 . 37 6 . 47 6 . 67 6 . 67 6 . 87 7 . 47 7 . 57 7 . 67 7 . 67 7 . 67 7 . 77 7 . 77 7 . 97 8 . 07 8 . 27 8 . 37 8 . 77 8 . 77 9 . 27 9 . 27 9 . 27 9 . 37 9 . 77 9 . 98 0 . 08 0 . 08 0 . 08 0 . 18 0 . 28 0 . 58 0 . 88 0 . 88 0 . 98 1 . 08 1 . 28 1 . 38 1 . 78 1 . 78 1 . 88 1 . 88 1 . 98 1 . 98 2 . 08 2 . 38 2 . 38 2 . 38 2 . 68 2 . 68 2 . 78 2 . 78 2 . 98 2 . 98 3 . 08 3 . 08 3 . 28 3 . 28 3 . 55 2 . 95 4 . 35 6 . 85 3 . 55 9 . 76 0 . 25 3 . 85 9 . 26 2 . 56 6 . 66 0 . 15 9 . 46 1 . 86 3 . 86 4 . 26 4 . 46 2 . 96 4 . 36 0 . 96 6 . 26 7 . 16 7 . 36 4 . 56 6 . 56 6 . 47 0 . 36 6 . 56 7 . 36 6 . 66 6 . 76 8 . 06 4 . 06 6 . 17 1 . 06 5 . 56 9 . 46 1 . 66 4 . 56 9 . 37 6 . 46 9 . 87 3 . 17 3 . 57 1 . 87 4 . 07 0 . 47 0 . 97 8 . 67 5 . 47 6 . 27 1 . 56 6 . 47 3 . 07 0 . 27 5 . 47 2 . 17 3 . 47 4 . 57 0 . 18 0 . 47 4 . 87 4 . 77 6 . 16 5 . 57 4 . 77 1 . 17 2 . 17 8 . 37 8 .
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