Sandvine won the 2023 Light Reading Leading Lights award for “Outstanding Use Case: Customer Experience” for its recent work with Telenet. Light Reading gives the award every year to “a company that used its communications technology or network to deliver a superior experience to business, consumer, or government customers.”
The award recognizes the collaborative work between Sandvine Engineering and Telenet’s Operations to merge quality-of-experience (QoE) and quality-of-service (QoS) data to understand how customers’ expectations match actual customer experiences.
As detailed in the case study, Telenet combined Sandvine's application analytics and QoE metrics with its own demographic data to build objective service quality scores for every end-user device, as well as subjective connectivity experience scores for every customer.
This combination of data sets helped Telenet determine how QoS indicators like throughput, latency, and errors impacted actual QoE, helping it to achieve over 80% accuracy in determining real-time customer satisfaction. This information enabled Telenet to make accurate decisions about how to proactively address customer issues, as well as develop customized service offers.
To see the complete case study, go here, and schedule a demo to learn more about Sandvine’s QoE-focused products, including AppLogic and analyze, optimize, and monetize Use Case software modules.