Internet subscribers have high expectations: they want flawless WiFi on every device, in every room of their home. To deliver the best possible Quality of Experience (QoE), Service Providers need to optimize every customer touchpoint, starting with a high-quality WiFi install on day one.
After working with 150+ Service Providers over the years, we’ve found that WiFi installation quality can be often overlooked. Companies often prioritize investments in network infrastructure over customer experience (CX), which can hurt customer satisfaction, churn and profitability in the long run.
The cost of WiFi-related support calls, repeat tech visits and subscriber churn can quickly add up. Consider the following:
- 15% of subscriber churn happens within the first 90 days of install
- 31% of technical support calls are WiFi-related
- 5% of WiFi installs require a repeat tech visit
On the flip side, we’ve seen that companies who focus on optimizing WiFi installations see an improvement in their OpEx savings and increased average revenue per user (ARPU) through mesh upsells.
Want to know how to get there?
Start by measuring the right data and developing a mature installation quality process.
How to measure WiFi installation quality
“You can’t manage what you can’t measure” is a timeless business adage. When it comes to measuring WiFi install quality, Service Providers typically fall into one three categories:
- Not tracking installation metrics: these Service Providers have KPIs, but they’re not tied to WiFi install quality, making it hard to pinpoint areas for improvement
- Tracking lagging metrics: these companies measure installation-related truck rolls, support calls and subscriber churn. While it’s a step in the right direction, these are lagging metrics that reflect the impact of install quality; they don’t drive process improvements.
- Measuring Quality of Install (QoI): leading metrics like QoI are directly tied to the WiFi install process. They can provide visibility into the work of your field techs and help you identify process gaps, training opportunities and baseline performance data. It’s a proactive approach to elevating your WiFi installs.
Takeaway: Lagging metrics look at past performance and results of actions. Leading metrics help predict outcomes and drive change to influence your results. You need both.
Developing a mature WiFi installation process
Every organization relies on processes to prevent mistakes and boost productivity. A Process Maturity Model helps you evaluate and make processes more efficient.
There are many different frameworks, and they all have stages that reflect process maturity, with the later stages focusing on continuous process improvement. We like the model created by the University of California, Berkeley, because it’s easy to understand and actionable.
We used it as a foundation to build our own Process Maturity Model for WiFi installations and help Service Providers evaluate their own installation process. 
- Stage 1 - Initial: There is not a clear process for WiFi installations and technicians do what they think is best
- Stage 2 - Established: The process is somewhat documented, but guidelines may not be centralized or easily accessible
- Stage 3 - Defined: The process is well-defined across the whole organization. Operations Leaders own it and are held accountable.
- Stage 4 - Adherence: The organization is tracking lagging KPIs to measure process adoption and efficiency. It’s a reactive approach, typically because of lack of visibility into data that reflects install quality.
- Stage 5 - Optimized: Service Providers at this stage are focused on WiFi install quality through the use of actionable data, process improvements and optimizing technology performance. Combining lagging KPIs with leading metrics like QoI ensures that technicians consistently follow best practices to deliver the best WiFi experience.
Takeaway: Data and process go hand in hand. In the early stages, efficiency comes from consistency and ownership. However, without the right metrics, you’ll plateau and miss out on opportunities to improve your WiFi installation process.
How RouteThis Certify can help
RouteThis Certify is a platform that helps field technicians optimize residential WiFi installs by ensuring they are delivering the highest possible QoE to subscribers on every installation and repair visit. This includes: running a speed test on optimal band, checking WiFi coverage in multiple rooms and floors of the house, and trying to solve issues during the installation, which prevents repeat visits.
To perform all these tests, which take just an average of five minutes per home, the tech uses the Certify app – available for iOS and Android. Certify works with all brands of CPE, working to scan the WiFi network to collect dozens of data points and guide the optimal installation.
Operational leaders have visibility into all installation data via our Quality of Install (QoI) report. This allows them to measure field performance and identify areas for improvement in their technician training, coaching and WiFi installation process.
Takeaway: Service Providers use RouteThis Certify to capture, analyze and optimize QoI metrics, enabling them to drive high-quality WiFi installs with best practices.
Want to learn more?
Whether your goal is to become a WiFi CX leader, reduce operational expenses or increase ARPU, RouteThis Certify can help you achieve your strategic objectives in 2025. Click here to book a demo.