While the enormous growth and progress of U.S. broadband over the last decade continues to be under-appreciated by some in Washington, real consumers who use the service everyday continue to express their satisfaction with their service.

The latest data comes via a report from Leichtman Research Group, finding that, “71% of US broadband Internet subscribers are very satisfied with their current Internet service at home.”  On top of that, the report says people are even pleased with the speed of their Internet connection.

If this sounds familiar, the FCC’s own broadband study which we covered here a few weeks ago that said 91% of home broadband users report being at least somewhat satisfied with the speed of their service (with 50% saying they are very satisfied).  Also similar to the FCC’s survey, the Leichtman research notes, “77% of broadband subscribers do not know the download speed of their Internet service at home.”

This last data point raises an interesting question – If consumers are satisfied with their broadband service and it performs the functions they want, is it important to know the exact speed of your home broadband service?

The Institute for Policy Innovation recently tackled this question and raised some interesting analogies:

Can most people rattle off the horsepower of their car or their lawnmower? Can most people even tell you what “horsepower” means? (Horsepower is a measurement of work over time. Move 33,000 pounds one foot in a minute and that is one horsepower). What about their furnace? Can they opine on how many BTUs it produces? (BTU stands for British thermal unit. Heat one pound of 60 degree water by one degree at a pressure equal to one atmosphere and you have one BTU).

I am guessing that people are satisfied with their service because it consistently works, it consistently zips along at a pace that accomplishes what the user is trying to do, and it consistently helps them with school, business and entertainment activities.

It is great news that most consumers are satisfied with their Internet service, but cable is continuing to invest so we can offer even faster Internet speeds and a variety of tiers for consumers to choose the service that best meets their needs.

Cable operators have invested more than $160 billion over the last decade in infrastructure upgrades, maintenance and equipment, but more is happening everyday.  And many cable operators are increasing speeds for customers, often without increasing price.

Ultra-fast Internet – or DOCSIS 3.0 as we know it – was deployed to 52 million homes and business around the country, or 43% of cable’s national footprint, by February 2010.  Offering speeds from 50 to 100Mbps, DOCSIS 3.0 is providing cutting edge services for many homes and businesses now, and well into the future.

The reason why we continue to invest in our network and increase the speeds we’re delivering is to ensure this satisfaction continues.

On Tuesday, the FCC announced the results of a survey, showing that “four out of five home broadband users say they do not know the speed of their home internet connection.”

This received a lot of coverage (see this Ars Technica post), but lost in all the hubbub were the findings on consumer satisfaction: 91% of home broadband users report being at least somewhat satisfied with the speed of their service.

• 50% of home broadband users are very satisfied with their home connection speed.
• 41% of home broadband users are somewhat satisfied with their home connection speed.

How Do We Measure Satisfaction?

So, people generally don’t know their speed, but they are largely satisfied. Are these findings at odds? I don’t think so.

I’m a pretty savvy Internet user, but I couldn’t tell you off the top of my head what the speed of my Comcast home connection is. We also have Comcast here at NCTA’s offices, so I can check Speedtest.net and tell you I’m getting 35.74Mbs down / 4Mbs up. A colleague checked it earlier today and got 45 down / 6 up.

But I had to check to get those figures, because I don’t really need to know the speed I’m getting. What I’m interested in is whether I’m having a satisfactory experience. Are web pages loading? Is my streaming video buffering too much?

As NCTA has explained (See this previous post: The Measure of “Measurement”), and the FCC has acknowledged, online speed tests can provide a measure of the speed that a user experiences, but they do not necessarily provide an accurate measure of the performance of a user’s broadband provider because the results also are affected by the performance of home networks and the public Internet.

Occasionally, I’ll download really large files, but I don’t use any low latency applications. Therefore, for email, web browsing and streaming media, a steady connection covers my needs. My Internet experience is also affected by the computer I’m using and the sites I visit, which can only load the content so quickly in any case.

And since my cable provider keeps periodically increasing the speed of my cable modem service at home, I don’t keep up with what it is at any given point (although I know I passed 10 Mps some time ago). As long as it works and I can do all the things I need to do, I don’t otherwise pay attention.

The FCC’s survey suggests that the vast majority of users may have a similar view. In that sense, it is worth noting that the survey seems to present a very different – and more accurate – picture than you would get if you only read the comments that are posted on blogs that cover this issue.

The Future of Fast

Some people need a super-fast connection or do need to worry about latency, such as gamers. And as such applications as telemedicine or high-definition teleconferencing become more prevalent, more people will fall into this category. In the future, I may pay much closer attention to the speed I receive.

Cable operators appreciate that different consumers may need different levels of service and that some customers may be more concerned with the specific details of their service than others. That’s why NCTA has been working closely with the FCC on the testing initiative announced on Tuesday. The SamKnows test should be a good starting point in developing a common method by which all broadband providers can measure the speed they deliver to consumers.

But the reason 80% of users don’t know the speed of their connection may be because that’s not how they measure satisfaction.

NCTA has been drawing attention to the DOCSIS 3.0 specification for almost a year now. You may have seen the video of Comcast’s Brian Roberts demonstrating wideband at The Cable Show in Las Vegas last year.

Big news this week as Comcast launched wideband service in the Twin Cities on Thursday. It’s a new extreme high-speed Internet residential and business service featuring up to 50 Mbps download and up to 5 Mbps upload speeds. Comcast will be launching to about 500,000 homes in the Minneapolis-Saint Paul area. In addition to the new hi-speed tier, Comcast is also increasing upload speeds for its residential Performance and Performance Plus service tiers for no additional charge. For example, the 6 Mbps/384 Kbps Performance tier will increase to 6 Mbps/1 Mbps and the 8 Mbps/768 Kbps Performance Plus tier will go up to 8 Mbps/2 Mbps

As I posted previously, Brian Roberts mentioned DOCSIS 3.0 rollout during his CES address a few months ago. Plans are to roll out DOCSIS 3.0 to about 20% of Comcast’s markets by the end of the year.

There was coverage on Ars Technica, Engadget, Gizmodo, and the NY Times‘ Bits blog, but I was intrigued to see this post, which seemed to be from one of the first business customers to sign up for the service.

My experiences thus far have been amazing. When we first started to use it after the install, I broke into a huge grin as pages loaded instantly and I ran a 345MB update which hit my downloads folder and completed in what seemed like two minutes (it actually downloaded so quickly I forgot to watch it and time it). I’ve been achieving ~40mbps down and 3.4 to 4.1mbps upload speeds on average (which, of course, are dependent upon so many variables like internet traffic, server load and so on) so multi-use of our broadband connection has become more useful.

Nothing like first-hand reports.

Just to review a few fundamentals, DOCSIS stands for Data over Cable Service Interface Specifications. Cable operators right now use one 6 MHz channel slot to deliver high-speed data service. DOCSIS 3.0 describes a methodology for channel bonding, which allows you to combine 2, 3, 4 or more DOCSIS channels to increase the speed and throughput of the high-speed data service. The bonded channels do not have to be contiguous.

If you’re a cable customer, all you really care about is faster speeds. But the impact is broader, since DOCSIS 3.0 means better bandwidth utilization, improved video quality, enhanced security, better reporting to manage traffic, and enhanced tools to detect plant problems.

A couple weeks ago, I mentioned cable’s own digital transition, and that shift of channels from analog to digital that frees up channels that can then be bonded to provide faster Internet access. In addition, it will allow cable operators to eventually provide video over DOCSIS services, also known as IPTV. For bandwidth efficiency, 3.0 allows operators to dedicate and isolate a video downstream to any and all users who want to watch it at the same time, in a simulation of the way linear TV works.

So, the full impact of of DOCSIS 3.0 is still to come.