Home // CTRQ 2022, The Fifteenth International Conference on Communication Theory, Reliability, and Quality of Service // View article

Explaining Radio Access Network User Dissatisfaction with Multiple Regression Models

Authors:
Adrien Schaffner
Louise Travé-Massuyès
Simon Pachy
Bertrand Le Marec

Keywords: Regression models, Data analysis, Knowkedge extraction, Radio access networks, Quality-of-Service/Quality-of-Experience relationship, Quality via Quality-of-Experience and customer reports

Abstract:
The evaluation of user satisfaction is an essential performance indicator for network operators. It can be impacted by several causes, including causes linked to the network. In addition to constantly surveying and monitoring the network, network operators count the complaints received at customer services to know the evolution of the dissatisfaction rate. The difficulty is to link the subjective comment of a customer with an objective behavior of the network. Experience shows that an indicator taken from complaints, gives a good trend on the level of network quality perceived by customers, but it is difficult to transpose into concrete actions because it is often unrelated to the key performance indicators on which engineers base their action plans. The objective of this work is to design a model that links the complaint rate, expressed by the Customer Satisfaction Rate indicator, with a set of key performance indicators so that performance engineers better understand customer expectations and act primarily on the indicators that give the most dissatisfaction. The model hence makes it possible to link quality of experience and quality of service.

Pages: 11 to 17

Copyright: Copyright (c) IARIA, 2022

Publication date: April 24, 2022

Published in: conference

ISSN: 2308-4022

ISBN: 978-1-61208-944-7

Location: Barcelona, Spain

Dates: from April 24, 2022 to April 28, 2022