Handset Performance
User perception of service performance is very much influenced by the performance of their handset. If the performance of the radio aspect of their handset is poor then events such as loss of access and dropped calls can wrongly be attributed to poor performance of the serving network.
It seems obvious but the handset is the only tangible part of a mobile network that customers want to come into contact with. No matter how much effort goes into the wireless infrastructure, it’s the handset that really defines and personifies the customer experience.
This means, for example, that if a faulty terminal is the cause of dropped calls, the subscriber will simply assume it’s a network error. Given the high cost of subscriber acquisition, unresolved handset problems could lead to the loss of a valuable customer.
The network perspective
Don’t wait for customers to tell you that their phone is having network compatibility problems … let their phone tell you. Device-centric feedback shows how well the device is interacting with the network.
With TAP you can quickly and automatically build up a performance profile for each make and model of terminal and identify those that perform well on your network.
TAP enables analysis of terminal performance that directly influences the subscriber perception of terminal quality issues such as weak batteries or poor baseband performance.
With this information, you can make better informed decisions about which devices to retail and offer better standards of pro-active customer care.