Detailed QoS benchmarking studies

The problem

A group of seven European telecoms operators wanted to better understand the quality of service (QoS) they were providing to customers. QoS is particularly important in markets where subscriber growth has slowed and the emphasis has shifted towards subscriber retention. As comparable detailed data on service quality was not available publicly, these operators had no way of judging their performance.

The solution

The operators agreed to participate in a benchmarking exercise with peers, allowing them to compare performance on an anonymised basis.

Using Analysys Mason's secure online benchmarking platform, the operators entered their data for indicators, defined by Analysys Mason, which ranged across measures of service, customer satisfaction and cost. This allowed us to compare the level of service offered and measure the balance between cost and service.

Data was subjected to both automated and manual validation processes, and processed to ensure comparability and confidentiality. Processed data and benchmarks were also replayed to individual operators for comment before being finalised.

The result

The final report from the study compared the performance of each operator and suggested improvements. Our clients are working on implementing these recommendations.

The team

The project was conducted by consultants from Analysys Mason's Custom Research team.