Service quality - managing the user experience

Accurate insight into the subscriber experience has never been more important, as operators compete in a market that is increasingly driven by rising user expectations. Mobile-broadband and smartphone usage are rising rapidly – sending traffic figures and device sales through the roof. Measuring users’ feelings to gain an understanding of their perception of service quality is a key step for operators to manage rising consumer expectations.

The effect of rising consumer expectations is a major challenge for operators when it comes to performance of the services they use, in particular over-the-top (OTT) services such as video sharing and social networking using smartphones. Data traffic is being driven by mobile-broadband and smartphone usage, and user behavior and demands are changing quickly. Complex and constantly evolving multi-vendor networks and services are placing considerable demands on service management, and as a result, operators must determine how to become more competitive in terms of the service-quality experience for the user.