1. Manager/Consumer Affairs Communications Commission of Kenya
ITU-T Workshop on Delivering Good Quality Telecommunication Service in a Safe Environment in Africa (Nairobi, Kenya, 26 July – 27 July 2010 )
QOS/QOE As a Function of Customer Satisfaction and Retention : A Regulator’s Perspective
Liston Kirui,
Manager/Consumer Affairs
Communications Commission of Kenya
Nairobi, Kenya, 26 – 27July 2010

2. Customer QoS Expectations
Table of contents
Introduction
Customer QoS Expectations
QoS/QOE Expectations- Individual Users
QoS/QOE Expectations- Corporate customers
Role of the Customer
Role of the Regulator
Recommendations
Nairobi, Kenya, 26 – 27 July 2010

3. Customer is King still rings true
Introduction
Customer is King still rings true
Demand for high QoS placed great pressure on all providers
Challenges in deployment of desirable QoS
Customers unaware of what it takes to provide Quality Services – simply expect high QoS
Nairobi, Kenya, 26 – 27 July 2010

4. Customers QoS Expectations
Access to services
Increased access to services
Fixed line decline/marginal growth
Mobile service
Submarine cables
Increased Internet Access
Quality of Service
QoS/QoE
Customer Service
Service availability
Service Accessibility
Care services
Nairobi, Kenya, 26 – 27 July 2010

5. Customer QOS Expectations
Factors driving User preferences
Age of customer
Socio-economic group
Peer influence
Increased use/interest in social networks
Business requirements
Inovations
Nairobi, Kenya, 26 – 27 July 2010

6. QoS/QOE Expectations- Individual Users
Internet service
High contention Ratios (xDSL/other shared)
Low internet speeds
SMS Service
SMS delays
Store and forward as opposed to real time
Non-delivery of messages
Billing integrity/Accuracy
Lack of itemized bills
Itemized bill- Charge imposed
Terminal Equipment
Poor Quality – Cottage ICT industries
Information made available by retailers
Call center Services
Poor call centre response rates
Inaccessibility of call centers
Voice Call Quality
Differing voice quality
Measurement of voice quality required
Nairobi, Kenya, 26 – 27 July 2010

7. QoS/QOE Expectations- Corporate Customer characteristics
High demand for
voice services
Data services (WANs)
Internet services
Services have predominantly provided via fixed services , which are prone to:
Aging copper infrastructure
Vandalism & thus frequent service outages etc
Provisioning delays
Move towards use of mobile and wireless access services
Increasingly vital Services for corporations
provision of value added services
e-commerce
online services
accessibility by customers
Nairobi, Kenya, 26 – 27 July 2010

8. QoS/QOE Expectations- Corporate Customers
Voice Communication services
Network congestion & poor coverage
Voice quality
Vandalism & thus frequent service outages etc
Provisioning delays
Network/Service Availability
Poor availability/accessibility leads to interruption of services such as
E-commerce
WAN
Web presence
Internet services
Low internet speeds
High contention ratios
Skewed SLA’s
Information not provided on contention ratios
Nairobi, Kenya, 26 – 27 July 2010

9. Make careful, well informed decisions
Role of the Customer
Be well-informed by
Reading marketing information provided by service providers
Seek expert opinion from other sources
Seek information from regulators, as a neutral source of advisory information
Make careful, well informed decisions
Nairobi, Kenya, 26 – 27 July 2010

10. Set Key Performance Indicators (KPI’s)
Role of the Regulator
Set Key Performance Indicators (KPI’s)
Mobile services
Completed calls
Call set up Success rate
Dropped calls
Blocked calls
Speech quality (MoS, PESQ)
Call set up time
Nairobi, Kenya, 26 – 27 July 2010

11. Role of the Regulator…/2
Inform consumers of their rights and responsibilities with regard to QOS
Protect the rights of consumers with regard to the quality of Service
Encourage, and where necessary, compel service providers to adopt acceptable business practices
Nairobi, Kenya, 26 – 27 July 2010

12. For enhanced customer retention, Service providers need to:
Recommendations
For enhanced customer retention, Service providers need to:
Prioritize QoE as much as QoS
Provide sufficient information to customers (Transparency in service provision)
Minimum QoS targets
Price information
Description of the service
Customer helpline Options and standards
Nairobi, Kenya, 26 – 27 July 2010

13. Regulators in the region
Recommendations…/2
Manufactures
Equipment standards to deliver Service standards
Regulators in the region
Need for shift in focus from Availability to Reliability
Determine standards for broadband services
Nairobi, Kenya, 26 – 27 July 2010

14. Thank You
Nairobi, Kenya, 26 – 27 July 2010