Studies On The Evaluation Strategy And QoE Model Of Telecom Operators

Since the 3G era,with the continuous evolution of technology and high speed data service,the competition among telecom operators is also increasing.Different from the service economy of 2G era,the 3G era has entered a real experience economic times.Faced with such a situation,operators must re-examine the needs of customers,to provide customers with high value beyond competitors,in order to stand out in the increasingly fierce competition.For this purpose,it is important for operators to have the ability to measure the customer experience,so that they can ensure the quality of services to achieve customer expectations.And this article about the customer experience will be a good solution to this problem.This paper is based on the analysis of the actual operating data of the operators and relevant standards of TMF about customer experience.Firstly,according to the definition of the QoE index system and the establishment principle,the QoE index system is set up in this paper,including the dimension analysis and factor decomposition of QoE index,the construction of both key index of KQI and key performance index of KPI.Secondly,the mapping algorithm between KQI and QoE index elements is proposed,and the final QoE index factor evaluation results are obtained by combining the Peak-End Rule.Thirdly,in combination with the personalized and differentiated needs of customer experience,the weight of QoE index is analyzed by using the variation coefficient method.Finally,QoE evaluation model for telecom operators is established.Based on the QoE evaluation model,operators can map the functional objective index to non-functional subjective experience,which can be the theoretical basis to establish the customer experience management platform and implement the business evaluation strategy based on QoE.