VOC Based Key Quality Indicators for High-Speed Internet Service
Dae-Woo Kim, Hyun-Min Lim, Jae‐Hyoung Yoo, Sang‐Ha Kim · 2008
This paper describes the development of VOC (Voice Of the Customer) based KQIs (Key Quality Indicators) for High-Speed Internet Service. Traditional internet service provider initiatives to measure service performance have been focused on monitoring the underlying bearer network performance and defining technology-based network measurements. This can lead to a misrepresentation of the customer’s perception of the end-to-end service. Therefore, we need to measure and analyze the levels of customer dissatisfaction with using the service. In this paper, we show an analysis of VOC for High-Speed Internet Service and develop the KQIs to present representative VOC items and the combined KQIs presenting the levels of customer dissatisfaction by ascertaining the relationship and mapping between the KQIs and KPIs (Key Performance Indicators) from the QoS (Quality of Service) and NP (Network Performance) parameters measured in the internet network. Through the developed KQIs, we can monitor the levels of customer dissatisfaction from the measured QoS parameters, and undertake proactive activities by easily ascertaining the reasons for customer dissatisfaction.