Some how in my mind I think it is so difficult to understand customer. As I understand tmf recommend using a complete solution and ofcourse SP need to improve any process to satisfy their customer.
After having MNP, we found many customer change to competitor but no complain in the CRM in 1 year.That is terrible and we need to know why?
Hi Cato, Thank you for commenting on my post! We are experts in our domain QoS = interpret network data and translating it to KPIs (from a customer perspective) regarding QoS, aggregated on single subscriber in a mobile network. We use this data in our applications that are purposely built to cater for different departments at an MNO e.g. customer service. They use it to assist and solve their customers issues with their services while the customer is on the call. In addition we have APIs, so we can distribute the data on each and every subscriber to e.g. a customer fronting app, where the subscriber can do their own customer self service test and see selected QoS KPIs themselves. We know exactly per subscriber how the different services have worked for Voice, SMS, Data and coverage. So what does that mean? It means that we know how the device and network has performed but we don't know to what degree this has impacted the subscribers feeling towards the service. It may be fine that you have 5 call drops in a months time or not. You can do extremely complex calculations to try figure out the perceived customer experience from KPIs but without surveys you will not know, even with surveys you will not get a 100% accurate picture, but it will be the best you can get. Most NPS surveys don't address QoS, so you need to address this explicitly. I believe in simplicity so I beg to differ when it comes to NPS, I like it. We will not solve the complete customer experience puzzle, network quality is 30-40% according to different studies but that part is where we are experts and can assist. Regards Fredrik Edwall
Am interested to be part from this , thanks to keep me updated Splunk implementation and use cases in the telecom industry