Customer service- A tool to improve Quality of Experience (QoE)

Abstract

For internet service providers, providing quality customer service is as important as providing promised bandwidth and consistent service availability. In Pakistan, there is fierce competition among wireless and wire-line technology ISP's. The total number of broadband users in the country has exceeded 1.7m and the industry is yet to experience the boom in full enormity. Set in this scenario, we studied the Quality of Experience (QoE) enjoyed by the customers of the first broadband company in Pakistan, Nayatel (Pvt) Ltd., that provides triple play services (i.e. phone, video and internet) to public and corporate sector in two cities. Primary data was obtained by receiving customer feedback regarding their overall experience with the company's services. Overall Mean Opinion Score for customer satisfaction with voice, video and internet services and came out to be 4.30/5. Analysis was also done on secondary data like customer support calls record, customer appreciation emails and troubleshoot time durations etc. over a 3-month time period. The analysis showed astounding results including achievement of zero seconds' minimum call wait time in the Technical Assistance Centre of the company. The results offer a proof that customer satisfaction measures have raised the bar for broadband internet service quality in Pakistan and have made customers more apt than ever before to compare, evaluate and choose products based equally on quality, price and serviceability.