A study on the extraction and application of customer perception indexes in mobile network

Abstract

Mobile informational strategy has a higher demand on the network supporting system and aims at the implementation of user oriented service management. As the indexes of customer perception are the direct reflection of the network quality, it is particularly important to analyze the indexes. In this paper, varieties of factors affecting customer experiences on the network quality are analyzed. A customer perception template is designed based on the related standards of QoE and the 5W model; a set of common extraction methods of customer perception indexes are given. According to the practical application of the customer perception template, the contribution coefficient of customer perception indexes that ha ve a great influence on the service quality are achieved by the statistical analysis model.