Ericsson - Accurate insight into the subscriber experience has never been more important, as operators compete in a market that is increasingly driven by rising user expectations. Mobile-broadband and smartphone usage are rising rapidly – sending traffic figures and device sales through the roof. Measuring users’ feelings to gain an understanding of their perception of service quality is a key step for operators to manage rising consumer expectations.

Authors: Thomas Boothe, Jörgen Gustafsson, Christina Birkehammar, Johan Granath and Paul Stjernholm

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