Quality Assessment Methodologies for Enhanced Customer Experience
Enhance customer experience through strategic quality control, complaints analysis, and network perception. Explore end-to-end customer touchpoints and KPIs for evaluating Quality of Experience (QoE). Dive into KQIs for QoE evaluation, focusing on mobile call and packet defect ratios, minutes per drop, first contact resolution, and customer effort scores.
Download Presentation
Please find below an Image/Link to download the presentation.
The content on the website is provided AS IS for your information and personal use only. It may not be sold, licensed, or shared on other websites without obtaining consent from the author.If you encounter any issues during the download, it is possible that the publisher has removed the file from their server.
You are allowed to download the files provided on this website for personal or commercial use, subject to the condition that they are used lawfully. All files are the property of their respective owners.
The content on the website is provided AS IS for your information and personal use only. It may not be sold, licensed, or shared on other websites without obtaining consent from the author.
E N D
Presentation Transcript
ITU Regional Standardization Forum For Africa Dakar, Senegal, 24-25 March 2015 QoE and QoS Assessment methodologies Ousseynou Diop, Head of Strategic Quality, Tigo Senegal odiop@tigo.sn
Strategic Quality QUALITY CEM Customer Experience Management Network Product and Device Supervisor CONTROL And ASSURANCE Customer Complaints Analysis and Management Customer Satisfaction Survey Analysis CONTROL and ASSURANCE
Team integration Strategic Quality Network Perception No Problem KPIs/KQIs Quality TT BM Quality program Complaints
E2E CEM The 8 touch points definition What The customer wanted to know? Find The customer can t find branch/product/menu Get- Customer decided to use something but can t get it Set up Customer get the service But Can t set Up Use Customer set up the service but can t use it Pay For - Customer is not able to pay for a service or a product What (product) Find Stop Get Help QoE Get Help Customer can t get the right support Get Stop Customer wants to deactivate a service and can t Pay For Set up Use
E2E CEM Exp: Complaints distribution Type What 0 find 129 get 1732 setup 40357 use 10558 Pay For Get Help 1234 Stop 3760 Complaints 5099 This diagram Classifies the Complaints against the which touch point is Impacted In this case the operation will focus more on the Setup and the Use to improve the customer experience QoE What find get setup use Pay For Get Help Stop
KQIs for QoE evaluation MPDR Mobile Call Defect ratio: The result of this KPI expresses the number of subscribers that experience problems if we have had a million of data sessions MCDR Mobile packet defect ratio: Mobile Call Defect Ratio represents number of customer experienced defects in one million mobile calls. MPD Minutes per drop : Minutes per drop represent number of minutes that a customer can talk without experience a drop call FCR First Contact resolution : Number of Surveys that end users indicate that the problem was solved during the first contact as a percentage of the total surveys CES Customer Effort Score : Effort Score based on post call survey question "The company made it easy for me to handle my issue"
Thank you! Dieuredieuf ! Merci !
