21 February 2014

Results: AMS-IX Member/Customer Survey 2013

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Every year we ask our members and customers to carry out our customer survey and give us their honest opinion about our services, platform and other activities. This information gives us an idea of what we need to improve and where we can continue in a similar manner.

This year 73 parties completed the survey. Of those, most originate from the Netherlands, Germany and the United Kingdom. Other countries that are being represented include France, Italy, Russia, Argentina, United Arab Emirates and Korea. Almost half of the respondents (40%) are thinking about upgrading in 2014, of which most to a multiple of 10GEs or 100GE.

Parties may have different reasons for connecting to an Internet exchange. Quality of service, the number of connected parties and neutrality & independence have made the top 3, directly followed by number of routes and cost-effectiveness. But how does AMS-IX score on these attributes? AMS-IX has given a full 4 out of 5 points for the number of connected parties, connecting to a stable and future-proof platform and obtaining technical support. Cost-effective means of exchanging traffic and obtaining peering support have scored above 3.5 out of 5 points. The ability to have a say in the Association has been rated almost 3.5 out of 5 points.

To have an AMS-IX membership is for half of the respondents (51%) valuable, however they do not vote. For 37% this membership is very valuable and also actively participates in voting. To the question if respondents would be interested in a SLA stated 24% a yes. This is about the same level as last year. A reason for this low interest could be the high confidence connected parties have in the AMS-IX platform.

All departments at AMS-IX have scored well. Both sales and marketing have achieved above 3 out of 5 points. Member relations and financial support have been rated a 3.5 out of 5 points. But the department that have performed the best, according to the respondents, is the NOC with a full 4 out of 5 points.

Overall AMS-IX has scored well. Let’s try to give the same level of quality or even better to our customers and members this year.