sceme QEM - quality of experience monitoring
Smart phones have improved the usability of new services on the mobile phone dramatically, and the number of tailored mobile applications is growing rapidly. The success of mobile applications depends on how the subscriber perceives their responsiveness, reliability, and stability.
Traditionally, the quality of a mobile network is assessed by network statistics and dedicated drive tests. However, such quality of service (QoS) parameters do not necessarily correlate with user perceptions because requirements of mobile applications in terms of throughput and latency can be very different. Therefore, understanding what minimum level of quality of service is required to keep the satisfaction of customers high is crucial for network operators so that they can run their networks as cost-efficiently as possible.
Investment decisions for network coverage or capacity improvements based on customer experience (QoE) rather than on traditional QoS parameters guarantee that money will be spent where it is truly beneficial to mobile users. In order to get a meaningful overview of customer experience, continuous collection of QoS and QoE data is required on a satisfactory number of mobile phones.
The sceme QEM client listens to the terminal and measures network and service quality-related parameters. Measurements can be made in both idle and dedicated modes. The applet is runs in the background, transparent to the user. If the SIM application detects a sequence of network or service limitations, a user feedback form is displayed on the screen, which the customer can use to provide feedback, e.g. about call quality and responsiveness of mobile applications.
Keeping customer satisfaction at a high level is the key prerequisite to reducing churn and increasing revenue generated by new service offerings.
Using QoE measurements to guide investments in network upgrades and optimization maximizes the benefits of those investments, thus resulting in higher ROI.
By deploying the solution, the network operator can use active user feedback to identify the root cause of specific network quality issues, and resolve them in a shorter time with considerably less engineering effort.
In summary, customer experience monitoring offers the following business benefits to mobile network operators:
- An understanding of how the subscriber perceives the quality and responsiveness of mobile services and applications
- Correlation of quality of service statistics with customer feedback
- Cost-effective method for carrying out customer surveys
- Faster resolution of network or device problems with reduced engineering effort that makes optimum use of active customer feedback
sceme QEM is available through Giesecke & Devrient's worldwide presence.