Correlation Between Network KPIs and User Experience of GSM Networks in Pakistan

Abstract

Pakistan’s Cellular communication industry is now shaping up and companies are now focusing on user experience to retain customers and monetize on products and services offered. Changes in cellular communication landscape and tough competition due to price war and heavy taxation, profit margin is decreasing and hence reducing tariffs for products and services. Operators are now opting for solid network performance and developing new models while keeping quality of services intact. User Experience and Network Key Performance Indications (KPIs) reflects the gap which needs to be filled by offering smart solutions and adapting to customer centric approach. This study attempted to analyze the impact on user experience due to network KPIs considering the variables (1) Understanding of Network and Performance (2) Understanding User Experience (3) Lack of use of reporting tools and best practices (4) Coordination between different teams (5) Customer experience feedback. In this research work, a comprehensive model is developed using which User experience can be enhanced with existing and new tools together.

Keywords: Telecommunications, KPIs, Network performance, User experience