Singapore Household are happy with current Fibre Broadband Service

A Fibre Index Survey commissioned by OpenNet shows that 88% fibre broadband subscribers are satisfied with their service, and currently (as of September October 2013), there are 1 in 3 households in Singapore that is a fibre subscriber. However, in my opinion, we are still lacking behind Hong Kong or South Korea (correct me if I am wrong). More information in the Press Release.


Press Release

Fibre Drives Satisfaction Among Broadband Users

Fibre Index shows more fibre broadband users experiencing high satisfaction with the service

Singapore, 12 Nov, 2013A Fibre Index Survey commissioned by OpenNet revealed that 88% fibre broadband subscribers are satisfied with their service, compared to 74% in 2012. Within this group of satisfied fibre users, 33% are extremely satisfied, compared to 27% in the previous year. The survey was carried out by Acorn Marketing & Research Consultants between the July 2013 and August 2013 period.

Since the announcement of its 100,000th fibre subscriber in January 2012, OpenNet’s subscriber base has more than quadrupled to over 450,000 in October 2013. This represents a fibre penetration of more than 1-in-3 households in Singapore.

“Fibre provides users with the ultimate broadband experience and this is reflected in the rapid adoption of fibre in Singapore and consistently high levels of satisfaction among its users.” said Mr Mark Blake, CEO, OpenNet.

The survey finds that frequency of Internet use is high with 83% of customers using it daily. Email access (84%) and video streaming (83%) remain the most popular online activities in 2013. As service providers now offer faster speeds of up to 200Mbps at the same cost as for a 100Mbps connection just one year ago, it is not surprising that more are jumping onto the fibre broadband wagon and enjoying its benefits.

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On average, 77% of the members of any household use the Internet, up from 73% last year. Among the different age groups, penetration is the highest (almost 100%) among users in the 15- to 34-year age group. Penetration declines among the older users to 45% of those aged 50 and above. It has, however, been an exciting journey for the silver surfers who have experienced the benefit of fast Internet access.

Mr Simon Goh, 61, a semi-retiree and a current fibre broadband user says, “Having fast Internet connection in my home allows me to access information from all over the world! Seeing the travel photos on my friends’ social media pages just makes me want to travel more. I just have to make a few more clicks and I am booked on an air plane to another country.”

Fibre Subscribers Switching Service Providers

While there are a growing number of fibre subscribers, the Fibre Index also shows an emerging trend of current fibre users looking to change their Internet Service Providers (ISPs) in the near future. 7% of the current fibre subscribers indicate their intention to switch ISPs.

This is consistent with OpenNet’s experience on the ground. However, this switching dynamic can lead to inefficient fibre utilization and insufficient capacity within the network. When switching there can be a short period of time where two fibres are required to support a single fibre service connection needed by a household. This happens when the provisioning of the new fibre connection does not coincide with the termination of the existing fibre connection. Such an approach to switching uses spare capacity which may in turn lead to a situation where there is insufficient fibre in the network and a new fibre needs to be laid to serve this temporary need. This inefficient use of fibre will lead to higher costs in the fibre network.

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“OpenNet is mindful of this increasing trend and is working to propose to the IDA and the industry stakeholders a process that involves service providers handing-over a fibre connection when the fibre subscriber switches service providers. We hope this will help minimize the need for unnecessary fibre roll-out while shortening the installation time for end-users,” shared Mr Blake.

Fibre Usage Driving Efficiency and Innovation

With the nationwide fibre network completed, OpenNet is seeing innovative uses of fibre technology facilitating greater efficiency and convenience. SP Services is one company that has taken advantage of fibre broadband services to support its work-from-home (WFH) scheme for its call centre operations. “Speed in accessing data is important to provide fast response to customers. More staff are keen to try out the WFH scheme after positive feedback from colleagues. Productivity has also improved due to reduction in staff commuting time, absenteeism and attrition,” said Ms Jeanne Cheng, SP Services’ Managing Director.

On the social front, fibre broadband is also being tapped in the healthcare sector. National University of Singapore will be using a fibre broadband network to run a trial of a tele-rehabilitation programme for disabled homebound individuals needing supervised physical therapy. “We are looking forward to seeing the benefits of tapping onto a fibre broadband connection and translating to convenience for the disabled,” says Dr Gerald Koh, Associate Professor, Saw Swee Hock School of Public Health, National University Health System, National University of Singapore.

“As the use of fibre becomes more pervasive, we are excited to see fibre technology being leveraged in new and creative ways. Such fibre-enabled innovation is a big step towards Singapore’s transformation into an efficient and inventive global city,” Mr Blake added.

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About the OpenNet Fibre Index survey

The OpenNet Fibre Index survey was conducted independently among a representative sample of n=500 Singapore citizens and PRs aged 15 and over. All respondents were a key decision maker or influencer in choice of home broadband. Fieldwork was conducted via door-knocks and telephone interviews between July 4th and August 29th 2013.

About Acorn Marketing & Research Consultants

Founded in Singapore in 1985, Acorn Marketing & Research Consultants has grown to become the largest independent Asian research network, with full service operations in Singapore, Malaysia, Hong Kong, China, Thailand, Taiwan, Korea, Indonesia and Vietnam. The premium tier agency specialises in strategic brand planning, product development and in-depth studies.

For more information about Acorn, visit

About OpenNet Pte Ltd 

OpenNet is responsible for building, managing and operating the world’s first nationwide all-optical fibre platform, which is the key foundation of Singapore’s Next Gen NBN. Next Gen NBN is designed to be an ultra-high bandwidth, resilient and scalable state-of-the-art optical fibre network that is capable of delivering speeds of 1Gbps and above to homes, offices and premises around Singapore.

For more information about OpenNet, visit