Optimising network assurance using customer experience insights

Communications service providers (CSPs) face regular network performance issues, but not all issues have the same impact on customers. CSPs have tried to link network events with customer experience, but the complexity, cost and time required has often made such attempts impractical. CSPs should use a customer experience index (CEI)-based approach to ensure that network faults and performance issues are prioritised according to their actual impact on customer experience.

This report:

• explains the challenges that CSPs face when trying to prioritise network faults based on the impact on customer experience
• discusses approaches that CSPs can employ for customer-centric network management.