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The performance paradox

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What to do when your network performance KPIs are green, but the experience of the customer is one of seeing red.

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The performance paradox

  1. 1. The Performance ParadoxWhat to do when your network performance KPIs are green, but the experience of the customer is one of seeing red. Posting pictures from a music festival Calling your grandma to say happy holidays Connecting the customer experience to service and network performance solves the performance paradox by… 100% It’s the biggest holiday of the year, and several calls to family members were dropped on the first connection. Expected experience: Network performance: 98.3% Almost every call connected. Wow, we reached our target! Video streaming on the train home Bridge the performance and perception gap Situation: Situation: Situation: Network performance: Regional accessibility target. “Yes, we exceeded it!” 98.5% Expected experience: 100% Expected availability to access social media. Sadly, network availability was erratic all weekend in such a remote location. #noservice #badcoverage #annoyed Actual throughput during rush hour: 90% of commuters are streaming video on their way home User experience: 0.5Mbps10Mbps Average throughput delivered over 24 hours throughout the city – as promised! Network performance: tracking customer experience with the Experience Management Center. monitoring the service performance in the Service Operations Center and enabling necessary network and KPI adjustments.

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