Singapore

StarHub is the outright winner of the Video Experience award for the second report in a row. The operator wins this time with a score of 75.8 points on a 100 point scale. This makes it the only Singaporean operator to place in the Excellent category (75 or above). M1 and Singtel placed in the Very Good (65-75) category with scores of 74.2 and 73.9, respectively — while TPG earned a Good rating (55-65) due to its score of 64.5 points. M1 and Singtel are statistically tied for second place and StarHub led by about 1.7 points.

Opensignal’s Video Experience metric quantifies the quality of video streamed to mobile devices by measuring real-world video streams over an operator's network. The metric is derived from an International Telecommunication Union (ITU) approach, built upon detailed studies which have derived a relationship between technical parameters, including picture quality, video loading time and stall rate, with the perceived video experience as reported by real people. To calculate video experience, we are directly measuring video streams from end-user devices and using this ITU approach to quantify the overall video experience for each operator on a scale from 0 to 100. The videos tested include a mixture of resolutions and are streamed directly from the world’s largest video content providers.

StarHub is the sole winner of the Games Experience award. It has become the first operator to win this award outright since we added it to our Singapore mobile network experience reports back in June 2020. StarHub commanded a lead of around 2.1 points over Singtel and M1, which are statistically tied for second place. StarHub, Singtel and M1 have all placed in the Good (75-85) category. In contrast, TPG has dropped into the Poor (40-65) category, down from Fair (65-75).

A Good rating means that most users deemed the experience acceptable. The gameplay experience was generally controllable and the user received immediate feedback between their actions and the outcomes in the game. Most users did not experience a delay between their actions and the game. In contrast, TPG’s Poor rating means that most of our users found their level of experience to be unacceptable. The majority reported seeing a delay in the gameplay experience and they did not receive immediate feedback on their actions. Many users felt a lack of controllability in their multiplayer gaming experience.

Opensignal’s Games Experience measures how mobile users experience real-time multiplayer mobile gaming on an operator’s cellular network. It analyzes how the multiplayer mobile gaming experience is affected by mobile network conditions including latency, packet loss and jitter.

For the second report in a row, the three same operators jointly win the Voice App Experience award — M1, Singtel and StarHub — as their scores are statistically tied. As was also the case last time around, the joint winners all placed in the Good (80-87) category, as their scores were statistically unchanged. In contrast, TPG’s score fell by 1.6 points to 78.4 points on a 100 point scale, causing it to drop down a category — from Good to Acceptable (74-80).

Placing in the Good category means that many of our users were satisfied. However, some experienced minor quality impairments. An Acceptable rating on the other hand indicates that listeners were generally able to comprehend without repetition but some users experienced perceptible call quality impairments such as clicking sounds or distortion for a short duration. In addition, the volume may not have been sufficiently loud.

Opensignal's Voice App Experience measures the quality of experience for over-the-top (OTT) voice services — examples of mobile voice apps include WeChat, LINE, WhatsApp, Skype, and Facebook Messenger — using a model derived from an International Telecommunication Union (ITU) approach for quantifying overall voice call quality and a series of calibrated technical parameters. This model characterizes the exact relationship between the technical measurements and perceived call quality. Voice App Experience for each operator is calculated on a scale from 0 to 100.

Some of Singapore’s operators have put on an impressive burst of speed. The average download speeds observed by our StarHub users rose by a remarkable 8.9 Mbps (15.8%) compared to the speeds seen in our last report. Similarly, our Singtel users saw a rise of 8.2 Mbps (17.1%) and M1’s Download Speed Experience score rose by 3.2 Mbps (8.6%). But our TPG users saw a decline of 2.9 Mbps (13.3%).

StarHub is the outright winner for the third report in a row, this time with a score of 65.3 Mbps, while Singtel came in above the 50 Mbps mark with a score of 56.3 Mbps. StarHub’s lead over second-placed Singtel has increased to 9 Mbps — up by 0.7 Mbps from the last report. M1 and TPG came third and fourth, with scores of 40.7 Mbps and 18.6 Mbps respectively.

M1 and Singtel are joint winners of the Upload Speed Experience award as their scores are statistically tied. This is in contrast to the last report, when Singtel won the award outright. While our users on both operators’ networks saw their speeds rise significantly, our M1 users saw the largest increase — 2.3 Mbps (17.6%) — while their counterparts on Singtel and StarHub saw improvements of 1.8 Mbps (13.1%) and 1.7 Mbps (12.5%), respectively. TPG’s score of 4.4 Mbps is statistically unchanged from our previous report. Also, compared with TPG’s more established rivals, our users on those networks saw speeds more than three times faster than when using TPG.

TPG is the outright winner of the 4G Availability award for the second time in a row after breaking a statistical tie with M1 in the previous report. Our TPG users spent an impressive 98.6% of their time connected to 4G or better. However, unlike its long established rivals TPG does not operate 3G networks — giving it an advantage in this regard. None of the operators’ scores have statistically changed since our previous report. TPG led by around 3.9 percentage points, but out of all Singapore’s operators was the only one not to achieve a perfect score for 4G Coverage Experience — our other measure of the extent of 4G networks.

M1, Singtel and StarHub are joint winners of the 4G Coverage Experience award for the fourth consecutive report. The award has yet to be won outright by any Singaporean operator. As in the previous report, these three operators have all achieved a perfect score (10 out of 10) to one decimal place, while TPG is behind with a score of 9.6. While obtaining a perfect score in 4G Coverage Experience is a remarkable achievement, Singapore’s operators have an advantage over many of their international peers in that they operate across a city-state rather than a huge country with areas that are not commercially feasible to cover. None of the operators’ scores have statistically changed since our previous report.

Opensignal’s 4G Coverage Experience metric is a measure of how mobile subscribers experience 4G coverage on an operator’s network. Measured on a scale of 0-10, it analyzes the locations where customers of a network operator received a 4G signal relative to the locations visited by users of all network operators. In simple terms, 4G Coverage Experience measures the mobile coverage experience in all the locations that matter most to everyday users — i.e.all the places where they live, work and travel. It considers all the areas that Opensignal users visit, the portion of locations that 4G is available to them, and locations that more users visit have higher importance to them.