Customer Experience Management: Connecting Network KPIs to Subscriber Loyalty

How Experience Drives Loyalty

If subscribers consistently experience poor QoE, they become susceptible to competitor offerings. By monitoring QoE, providers can evaluate:

1. Net Promoter Score (NPS): Gauges the likelihood of a subscriber to recommend your service. Loyal, highly satisfied "Promoters" are directly tied to a flawless network experience.

2. Churn Rate: The percentage of users abandoning your service. A spike in poor network KPIs frequently serves as a leading indicator of upcoming churn.

Best Practices for Linking KPIs to Loyalty

• Service-Specific Weightage: Apply different KPIs for different activities. Latency and packet loss matter most to online gamers; throughput matters most to video streamers.

• Proactive Alerts: Instead of waiting for a subscriber to call and complain, build threshold alerts in your CEM platform. If an area experiences a drop in performance, automatically notify users and trigger network optimization.

• Analyze Touchpoint Sentiment: Combine network data with data to pinpoint which network bottlenecks cause the most severe drops in sentiment.

If you want, I can help you:

• Identify the top KPIs to measure churn prediction for your specific network type (e.g., 4G vs. 5G)

• Establish an actionable framework for cross-referencing support tickets with network telemetry