摘要
LTE网络经过长期持续的优化,各项KPI指标趋于良好,但用户对网络质量的投诉却持续增加。实时反映终端用户感知,发现影响用户感知的根因是急需要解决的问题。通过采用用户体验管理(CEM)理论框架,建立综合评估用户业务使用的满意度指标体系,构建用户业务感知评分模型(CEI),实现对用户满意度进行评分,找出满意度较差或较好的用户或者小区。
After long-term and continuous optimization of LTE network,various KPI indicators tend to be good,but customer complaints about network quality continue to increase. It is an urgent problem to reflect the perception of end users in real time and find the root causes affecting user perception. By using the CEM(Customer Experience Management)theoretical framework,it establishes a satisfaction index system for comprehensive evaluation of custormer service usage,builds a customer experience index(CEI),which realizes the grading of custormer satisfaction,and finds out the custormers or cells with poor or good satisfaction.
作者
闫天中
闫晶莹
Yan Tianzhong;Yan Jingying(China Unicom Taiyuan Branch,Taiyuan 030002,China)
出处
《邮电设计技术》
2022年第4期51-54,共4页
Designing Techniques of Posts and Telecommunications
关键词
数字化平台
用户感知
质差小区
用户满意度
Digital Platform
Custormer perception
Poor quality cell
Custormer satisfaction
