We’re always talking about the importance of the customer experience and measuring quality of experience (QoE), but what exactly does this mean?
A recent Incognito poll of service providers highlighted that measuring subscriber QoE can be tricky, since it can be difficult to determine exactly what subscriber QoE refers to. The survey indicated that:
And yet despite this rather upbeat view, broadband service providers routinely rank lowest on consumer satisfaction indexes*.
This points to a few possible conclusions:
Unfortunately, simply assuming the best without seeing any metrics ignores important network-wide factors such as customer churn rates, bandwidth congestion, and broadband speed delivery, as well as factors on the subscriber level such as signal interference and the performance of various service packages.
So — what should you be measuring to determine subscriber QoE?
It depends how you define QoE. Some options for measurement include:
Clearly, subscriber QoE can’t be determined by a single measurement. Rather, it’s the sum of all customer interactions from the beginning to the end of a subscriber’s term with their chosen provider.
This might mean looking at factors on the subscriber side such as speed and price. It also may relate to quality of video and audio streaming. It could include the relationship a subscriber has with their provider’s call center.
It’s one thing for a service provider to think they are delivering consistent QoE for subscribers — but what do customers think?
Find out the results of a recent consumer poll in the 2016 Broadband Consumer QoE Survey Report, a free ebook available now.