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:

0.5Mbps10MbpsAverage 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.