According to Arieso, current KPIs are ‘diluted’, as measurements are averaged over geographic areas and across an entire set of subscribers. Consequently, it is not clear where the root causes of problems are located and highly localised points of poor customer experience remain invisible.
“Many operators are outsourcing networks to Managed Service Providers and they risk losing control of the customer experience with outdated KPIs,” said Dr. Michael Flanagan, Chief Technology Officer at Arieso. “Both outsourced and ‘owned’ networks typically base indicators on network-centric KPIs. These often only address certain measures such as classic accessibility, retainability and availability metrics.”
Arieso’s extensive discussions with operators globally have enabled it to identify three new and innovative location-aware KPIs, which bring a customer-centric focus to traditional indicators. These can also be employed in outsourced network agreements directly supporting efforts to manage and improve customer experience: