Streambow

Streambow takes operators one step forward on their way towards excellence in customer focus.

Knowing that customer feedback is the most valuable resource of understanding customer satisfaction levels, Xperience QoE Toolset was enhanced by an integrated Customer Feedback feature allowing operators to design and run template driven customer queries.

So far, Xperience delivered objective QoE values based on hard factors, like performance tests and diagnostics.

Now, with the new customer feedback feature, operator get also the soft factors, forming subjective QoE values: e.g. the degree of customer satisfaction with the contracted service or the satisfaction level with help-desk support.

The realisation of new feedback campaigns is fully customizable to the operators’ needs. Some example scenarios are:

In a self-care environment, customers may respond to the standard questionnaire that normally is asked by the help-desk stuff during a support session.

In the context of performance complaints, customers may give additional hints that can speed-up help-desk resolution times. Or, at the end of a help-desk sessions, they may feedback their satisfaction with the given support.

In a commercial scenario, e.g. when promoting higher bandwidth services, customer feedback may be collected along with measurements to analyse the general success of such campaigns. In addition, the generated data is valuable information to build-up a bandwidth to satisfaction statistic that allows to answer the question of how many bandwidth should be provided as minimum to achieve certain satisfaction levels.