These days, network performance alone is no longer sufficient to distinguish a service provider from the competition and ensure customer loyalty. Now we have come to rely on the Net Promoter Score (NPS), which uses surveys to benchmark the overall performance of the operator at discrete points in time. But is that sufficient?
These metrics are certainly part of the equation, but they do not factor in users as unique individuals, with individual perceptions that can differ even given the same network behavior. That’s why customer experience (CX) awareness has emerged as one of the most important business enablers for service providers. What satisfies one user could drive another customer to leave your network.
Uncover game-changing "red thread" with Ericsson Expert Analytics
I recently had a chance to sit down with Dr. Jörg Niemöller, Expert of Analytics and Customer Experience at Ericsson. Dr. Niemöller shared with me how Ericsson Expert Analytics combines technical parameters with advanced psychological measurements to create the patented Service Level Index. Using subjective perception scoring techniques, operators are analyzing and leveraging the rich, yet unplumbed, stream of data at their disposal to uncover that game-changing “red thread”, that connects network behavior to customer experience.
Listen to our discussion to learn how you, too, can obtain the actionable insights you need in order to grab new monetization opportunities, sustain high performance, and deliver a superior, tailored experience to every customer.