Both mobile and broadband operators face challenges when it comes to reduce customer churn. They determine rooms for improvements based on drive test campaigns. But another efficient way to improve their network strategy is by using real-world network performance directly from their subscribers.
The gap between belief and reality
1. Lack of QoE visualization
Differing from the Quality of Service (QoS), QoE (quality-of-experience) is nowadays the touchstone for Internet subscribers.
Customer satisfaction does not depend on the access to the Internet anymore, but mostly on how good a connection is to get access to services such as Netflix or YouTube with the best video quality possible. Moreover, the global pandemic has dramatically changed our daily life habits as it has taught us to work from home thanks to video conferencing. The best quality, the better your subscribers’ working conditions.
Today, mobile network operators and ISPs must focus on QoE to reduce customer churn.
2. Real-time problem detection
Telco operators face a lack of real-time problem detection. In most cases, angry subscribers call the customer services to voice their discontent. Even if issues may be quickly solved once operators are aware of them, the brand reputation is tainted in customers’ minds. Through word of mouth and the power of Twitter, a company may suffer from the lack of real-time problem detection.
Our best practices to narrow the gap
1. Real-time visualization as a core strategy
Real-time visualization allows operators to identify geographic incidents. Issues detected in real-time have a quicker resolution time.
With nPerf Analytics, it is easy to view your metrics by country, region, network, and so on. It is an effective tool to stay up to date. Monitoring day after day is a good way to prioritize engineering efforts where needed on the long run as well.
2. Quality-of-Experience focus
Quality of Experience (QoE) is more than raw speed measurement; it ensures that end-users get the internet experience they want.
By running a full speed test on the nPerf App, users not only measure speeds and latency, but also the Internet quality-of-experience thanks to a browsing and streaming test on YouTube. For instance, we assess video quality in different resolutions to be the most accurate possible about what experience end-users have.
With nPerf Analytics, as a crowdsourced database, operators get all the information to understand real-life experience of their customers.
3. Foreground and background tests combined to be the most accurate possible
Some companies on the market run speed tests in the background of other apps. These quick tests cannot assess the full capacity of a connection as they do not flood the bandwidth. They do not represent the real-world use of the consumers’ Internet connection. Using these metrics to troubleshoot your networks may not be the most accurate way to get a global overview.
However, as coverage highly impacts the whole mobile Internet experience, nPerf collects signal strength data for radio coverage mapping on Android operating system. Thanks to thousands of daily coverage scans, we help you better understand your subscribers’ consumer experience.
Tests in the foreground and background scans combined create the closest Internet performance overview of your networks.
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