A newly commissioned survey from Airties has revealed that approximately one-quarter of households in Japan are considering switching providers soon, mainly due to issues with the quality of service.
"Many Japanese households are silently suffering with real connectivity frustrations, and a stunning quarter of them are considering leaving their current Internet service provider in the near future," said John Lancaster-Lennox, executive vice president and general manager Asia Pacific at Airties.
Quality home Wi-Fi experience
Conducted by Qualtrics, the survey of over 1,000 Japanese households also found that Japanese households depend heavily on Wi-Fi for daily activities. Video streaming (73%), Wi-Fi calling (56%), social media (55%), and online gaming (30%) are the leading activities on home Wi-Fi.
With almost a quarter considering switching providers, the survey found that 60% of potential churn in Japan could be avoided by investing in higher-quality features and customer support.
Among Japanese respondents considering a change in their home ISP, 38% were dissatisfied with the quality of their home Wi-Fi or Internet service, while 34% cited concerns over pricing.
Moreover, the survey found that Japanese households want AI-driven network management, with 76% wanting Wi-Fi systems that automatically optimise performance for essential activities. The majority (74%) want the ability to manually prioritise bandwidth (e.g., via an app).
"Our research shows that Japanese consumers want ISPs to take more responsibility for the quality of their home Wi-Fi experience, and to provide a smarter managed service with advanced features that guarantee performance across apps and devices," Lancaster-Lennox added.
