What to do when your network performance KPIs are green, but the experience of the customer is one of seeing red.

1. The Performance
ParadoxWhat to do when your network performance KPIs
are green, but the experience of the customer is
one of seeing red.
Posting pictures from
a music festival
Calling your grandma to
say happy holidays
Connecting the customer experience to service and network
performance solves the performance paradox by…
100%
It’s the biggest holiday of the year, and
several calls to family members were
dropped on the first connection.
Expected experience:
Network performance:
98.3%
Almost every call connected.
Wow, we reached our target!
Video streaming
on the train home
Bridge the performance
and perception gap
Situation:
Situation:
Situation:
Network performance:
Regional accessibility target.
“Yes, we exceeded it!”
98.5%
Expected experience:
100%
Expected availability to access social media.
Sadly, network availability was erratic all
weekend in such a remote location.
#noservice #badcoverage #annoyed
Actual throughput during rush hour:
90% of commuters are streaming
video on their way home
User experience:
0.5Mbps10Mbps
Average throughput delivered over
24 hours throughout the city – as
promised!
Network performance:
tracking customer experience
with the Experience Management
Center.
monitoring the service performance
in the Service Operations Center
and enabling necessary network
and KPI adjustments.