Industry research demonstrates that over time, the customers’ experiences translate to overall satisfaction and brand loyalty. This is the result of total expectations, gained experience and interpretation of various aspects of the service offering, from its activation, through the delivery, to the billing agreements. CSPs should engage in an ongoing Service Quality Monitoring process to ensure the highest level of experience along the entire service delivery chain.

The following must be taken into account by service providers to achieve an effective customer experience SQM framework:

• Identification of key quality metrics, spanning across the complete service delivery chain, from content provider through broadband provider, to the home network.
• Quantifying service quality and readiness metrics, complementary usage information, billing information, problem resolution efficiency and customer support effectiveness.
• Assuring service from the customers’ perspective, highlighting the specific customers who are impacted and by how much (both absolutely and relatively).
• Adaptation to changes, both in terms of customers’ needs and behavior, by defining flexible monitoring procedures which continuously evaluate usage and trends.
• Defining reasonable service level objectives to manage customers’ expectations and help them realize the complexities involved.
   

The effectiveness and richness of a SQM solution is directly dependent on the variety and the quality of data that is available to it. To accomplish this, the SQM solution should define the appropriate APIs to Resource Management, Service Management, Partner Management and Customer Management applications, from which the SQM metrics can be deduced.