Should Starry prioritize expanding its fixed wireless network coverage or improving speeds for existing customers?

Introduction

The trade-off question at hand is whether Starry should prioritize expanding its fixed wireless network coverage or improving speeds for existing customers. This scenario involves balancing growth with customer satisfaction in a competitive telecommunications market. I'll analyze this trade-off by examining the business context, user impact, technical feasibility, and resource allocation.

Step 1

Clarifying Questions (3 minutes)

• Business Context: I'm thinking Starry's current market position might influence this decision. Could you share our current market share and how it compares to competitors?

Why it matters: Helps determine if growth or retention should be prioritized Expected answer: Smaller market share compared to major ISPs Impact on approach: Would lean towards expansion if market share is low

• User Impact: Based on customer feedback, I'm assuming speed is a key factor in customer satisfaction. What's our current Net Promoter Score (NPS) and how does it compare to industry standards?

Why it matters: Indicates whether improving speeds is critical for retention Expected answer: NPS slightly below industry average Impact on approach: Would prioritize speed improvements if NPS is low

• Technical Feasibility: Considering the nature of fixed wireless technology, I'm curious about our current network capacity. What percentage of our network is currently utilized during peak hours?

Why it matters: Determines if speed improvements are possible without major infrastructure changes Expected answer: 70-80% utilization during peak hours Impact on approach: Would influence the cost and timeline of speed improvements

• Resource Allocation: Given the potential capital requirements, I'm wondering about our current financial position. What's our available budget for network investments this fiscal year?

Why it matters: Helps determine the scale of possible initiatives Expected answer: Moderate budget with some flexibility Impact on approach: Would impact the scope and timeline of either expansion or speed improvements

• Timeline Considerations: Thinking about competitive pressures, how urgent is our need to make this decision? Are there any upcoming market events or competitor moves we need to consider?

Why it matters: Influences the prioritization and phasing of our strategy Expected answer: Moderate urgency due to upcoming 5G rollouts Impact on approach: Would affect the balance between short-term improvements and long-term expansion