ciqual for mvnos
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QoE reporting for MVNOs by Ciqual.
MVNO challenges
Hard to differentiate on mobile
Quality of Experience
Customer Service
Simple billing.
Only the right services
They serve real customers with high expectations on a network they do not manage.
Customer problems are visible while the mobile network is opaque.
It is extremely complicated to act proactively on the network.
When negotiating with their MNO, they only count with (occasional) drive test data, surveys and customer complaints.
Frequent price wars Acquisition investment limited by high churn and low CLV
• «Superior customer experience and a company culture that is supportive is complex to develop, and it is also very difficult to replicate.»
• «Excellent customer experience is not about "fixing" what may be broken; it is about preventing incidents before they actually happen.»
• «Outstanding customer experience is about being predictable, consistent and reliable. Enterprise clients do not like surprises.»
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On-device CEM is a solution for MVNOs
It systematically measures Quality of Experience of Fixed or Mobile Broadband, independently from the network.•Comparable results to Drive Test, at a fraction of the cost.
Across all technologies, including WiFi, roaming
and competitors.Virtually on all
handsets, PCs, Macs and USB modems.
It provides a direct feedback link between the customer and the MVNO.• Free text comments• Questionnaires• NPS
Better customer
understanding
Strengthened competitive
position
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Solution Overview
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http Active Tests http/https
CIQUAL captures the actual Data/Voice/Coverage and subjective experience of each Mobile or Fixed Broadband user, and reports in real-time the User Experience and Service Performance
Laptop/Smartphone/Tablet
Monitor & Test Service Client across Cellular and WiFi
Ciqual Servers
Web-based Reporting &
Analytics User Interfaces
MyConnection app
Ciqual SDK
Web-based Administration
InterfaceOwned and
managed by you or hosted by Ciqual
Lightweight software client uses less than 1%
of memory, CPU and data transfer volume.
Admin & Reporting Operations
Enterprise Reporting
Quality & Testing
MarketingManages clients, groups,
licences and user permissions
Connection Mgr.
ABOUT ON DEVICE CLIENTS
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The software clients
Use less than 1% of memory, CPU and data transfer volume.
They are based on open APIs by Android, iOS, Windows and Mac• + Give consistent metrics• + Meet Google/Apple/Microsoft guidelines• + Reduce Engineering-level metrics• - Metrics and dimensions are limited
Deployed as Software Development Kit (SDK) inside an existing App or as a standalone App• Standalone App: Good for initial projects and small user groups• SDK: The ideal method for larger deployments• In the case of USB dongles, the client is embedded in the
connection manager software.
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Ciqual SDK
Build and maintain a large user panel for extended periods of time.Make any app a constant source of QoE data.Add it to your own corporate or consumer appsQuick and easy to implement.
Vodafone Qatar EntertainMe
OmaElisa
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Tests and measurements
User triggered tests
Speed and latency tests triggered by the user‘Star tests’ on availability of 6 predefined services, launched when the app is opened.
Scheduled tests
DNSPingReachabilityFTP, HTTP downloadTriggered automatically by the client during any data session, even when running in the background.
Passive observations
DataVoiceCoverageMeasurements collected in the background without user intervention during any data session*
Questionnaires
Direct subjective feedback via a customized questionnaire.Allows NPS questions and free-text feedback from the end customer
*Android onlyCiqual confidential
Reporting Suite. Overview.
Modular web reports for O&M, Network Optimisation or Marketing, based on Qlikview.
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Typical report set
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•Net Promoter Score (NPS)
•Accessibility•Retainability• Integrity
KPI Dashboard
•Devices• Inventory•Usage•Performance
•Network Performance•Speed•Latency•Packet loss
•Active tests•DNS•Ping•Reachability
Data and Devices Analytics
•Call attempts•Call Success Rate•Call Release Reasons•Service State• In service•Out of service• In competitor’s service
Voice and Coverage Analytics
•By frequency, location, operator or device
•Cell Usage & Performance•Speed•HTTP latency•TCP latency
•Radio Performance•2G RxLev•UTRAN RSSI•LTE RSSI
Cell Analytics
•Feedback Analysis•Customer Satisfaction Index (CSI)
•Experience vs Performance
•Usage & Disturbances Distribution
User Subjective Feedback
•Signal Strength•Coverage Loss•DL/UL Throughput•Voice Call Drops•HTTP Latency
Maps
Why Ciqual?
Market Leaders in device-based Customer Experience with deployments at Vodafone Qatar,
Elisa Group and IDA Singapore Regulator providing analysis from the country’s three mobile
operators.
Experience in supporting operators with products and processes as they move from Network Centric
to Customer Centric Thinking
Expertise to enable operators to bridge the gap between QoS and QoE
Mentioned by Gartner in their latest Market Landscape for Customer Experience Analytics
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Real improved customer experiences
The priority of locations to be
improved is now based on customer feedback and actual customer experience
problems in those locations
Planning and optimisation
•Discontinued a Device model with poor radio reception
•Specific device types stopped working after network upgrade; upgrade rolled back until fix in place
•Customers upgraded to newer device firmware version as it performs better
Devices Team
•Identified dissatisfied customers; proactively called these customers and stopped them from churning
•Reduced call centre Average Call Hold Times by 21%
•Reduced Mean-time-to-repair by 57%
Customer Service
•Found Device/network “state conflicts” causing hanging data sessions
•Discovered the actual customer impact of supposed zero-impact network changes; resulted in improved network upgrade procedures
Network Quality
•Transformed organisational focus on customer experience; on-device CE KPIs now part of staff bonus structure
•Correlated NPS to on-device KPIs
•Re-engineered internal processes to customer-centric focus; common purpose to Business <-> Technical department interactions
Consumer business
Directly enabled the Win-back of a key
Account by conducting service trial and delivering
Enterprise Experience Dashboard to prove excellent experience
Enterprise Business
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Get started with Ciqual in 6 weeks
• Ciqual deploy hosted, managed service; no network or IT changes needed
• Ciqual brand the on-device App, or SDK is packaged inside your own App
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• Access provided to Web-based Customer Experience Analytics, includes Dashboards and map-based analysis
• Ciqual Solution Consultant works with you2• Weekly reports identify key correlations and improvement
actions• Any needed Departments are brought in to action
improvements3
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