18 April 2017

Yearly customers and members survey results are in: AMS-IX scores an 8.4!


Each year, we conduct a survey amongst our members and customers to assess their satisfaction level with regard to AMS-IX. This year’s respondents were of more diverse nationalities than the previous years. This is in line with the increasingly international character of AMS-IX.

The overall performance score awarded by respondents was an 8.4 out of 10 (where 1 is poor and 10 is excellent), which illustrates a positive opinion about AMS-IX. This year selected services also received high ratings, starting with the two highest-rated services – Unicast VLAN (8.9) and Inter-IPX (8.9) – followed by MMS Data Exchange (8.8) and Private Interconnect (8.7).

Once again, the various departments within AMS-IX scored well. As was the case last year, the Network Operations Centre (NOC) received an 8 or higher on all aspects, including maintenance announcements, speed of response to requests, quality of response to requests and flexibility. Customer Service also scored very well on all aspects. This department received an 8 or higher for first response, quick resolution, customer focus and efficiency of order process along with overall support.

Following the launch of the new version of our customer portal My.AMS-IX in 2015, we have continued to update it. For this reason, we considered it important to know how the respondents had been experiencing this new version and whether there were any features they would like to add or improve. This year’s ratings regarding My.AMS-IX were good on all aspects with the highest score for performance on My.AMS-IX (8.6) and the lowest score on navigation (8.3). 

Respondents were also asked to name the most important reasons for connecting to AMS-IX. As in last year’s survey, the three most important attributes mentioned were: number of connected parties, number of routes and reliability of the platform.

To summarise, we can say that we are proud of our scores and we are confident that our members and customers will continue to experience the same level of quality in 2017!