Company: Huawei 
Product Title: Huawei Smart Care Solution Customer Experience Index (CEI) for STC
Assessment Completion Date: December 2018
Detailed Certification Report: Customer Experience Index (CEI) Conformance Certification Report

Solution Functionality/Capability Overview

1.1 STC Requirements

STC expects to develop a model to evaluate user experience, analyze and monitor user experience changes and trends, identify users with poor service experience during the whole lifecycle, and effectively handle ICT problems to improve user experience. STC adopt CEI (CEI) to indicate user experience.

• CEI will provide visibility of E2E Customer Experience across the ICT domain where all “Touchpoints” with STC’s services occur.
• It will provide a technology-based index of the Customer’s Experience, primarily across all part of the TMF Lifecycle Model, based upon Objective metrics provided by IT & CT data.
• There should be several levels of CEI starting from User level, Metric Level, CJ level, Customer and Business type views up to an overall CEI score of each lifecycle stage.
• Indexing is required to calibrate the CEI to actual Customer Experience to ensure correct weighting of aggregated data.

1.2 Solution Overview:

Based on deep understanding of STC’s requirements, user experience measurement solution focuses on user experience modeling during the ICT journeys. User experience modeling is based on the full customer lifecycle and is used to analyze subjective and objective factors affecting KPIs and KQIs of different journeys. We start by developing a set of user experience measuring models that can accurately reflect user experience by establishing the mappings between subjective and objective factors and analyzing the relevance between these factors. The figure below illustrates the proposed CEI Solution for STC, which cover ICT customer journeys and across all lifecycle stages (Engaging, Using, Evaluating).

1.3 Advantages of CEI solutions are as follows:

• Objective ICT indicators (CJ Metrics) can reflect user experience. Based on these indicators, the solution identifies users with poor experience and improves user experience.
• The CEI score is the comprehensive result of user experience measurement in key ICT customer journeys and can show the true user experience.
• The CEI dashboard shows user experience in graphical and geographical forms.
• Insights gained from user experience measurement can be used to guide operations and marketing departments in taking rectification measures to eliminate issues from the user experience perspective, to improve user experience.

1.4 CEI Calculation Methodology

The abbreviation of Customer Experience Index, this measures customer satisfaction across each journey where a customer interacts with their service provider. CEI relates to customer journey, every journey has a CEI.

1.5 CEI Calculation Approach

• Put weight for each Metric per separated CJ, then start calculation per Metrics per user per hour
• Take in consideration some services need different threshold in the same metric (Ex. Activation delay for roaming)
• Take in consideration the service time (Ex. Peak hour & Non-Peak hour), Also consider time duration
• Combining all Matrixes per CJ per customer
• Put the weighting for each customer type (Gold & Silver & Platinum), and consider the percentage of each type from the total customers
• Combining all CJ’s based on their weighting
• Separate the CJ’s based on service type (Voice, Data, …. etc.)
• Separate based on Top X Application (Facebook, WhatsApp, Snapchat, Twitter, …. etc.)
• Separate based on Network Element (Cell, site, area, …. etc.)
• Separate based on Technology (2G, 3G, LTE, …. etc.)

1.6 Indicators (CJ Metrics) Selection Principle

• The selected indicators come from existent CJ metrics of STC, it’s the fundamental of T-CEI modeling.
• Choose impacted customer experience related metrics, such as successful rate, failed rate, duration, etc.
• CJ Metrics (KQI/KPI) selection is based on CEI solution benchmarking which comes from global successful projects delivery, and the most common used metrics.

Detailed Certification Report: Customer Experience Index (CEI) Conformance Certification Report

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Disclaimer: TM Forum has conducted no independent testing of the solution for conformance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the product and has been self-assessed by the supplier or seller for adherence to the TM Forum framework or standard in question. Accordingly, under no circumstances will TM Forum be liable for any direct or indirect damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.

For any additional information on this Frameworx Conformance Certification Report, please contact TM Forum at [email protected]