Research On Network Performance Evaluation Based On Customer Perception

With the development of full services, competition between operators is getting intense, operators can attract more customers by reducing charges or improving the quality of the network. Reduce the charges are incentives and improve network quality is fundamental. So it can help operators reduce the rate of complaints and improve customer experience satisfaction by focusing on customer perception. But in the daily network operation and maintenance, it found that the traditional network index system can not fully reflect customer experience. In many cases, the entire network KPI indicators are good, but still many customer complaints. How to connect the customer perception with the network indicators is a difficult problem and this paper provide a better solution.First, this paper proposes a network performance based on customer perception. By establishing four level mapping model of CSI (customer satisfaction index)-QoE (quality of experience)-KQI (key quality indicators)-KPI (key performance indicators), it can change the subjective indicators QoE into objective indicators KQI, and then decompose the KQI indicators into the network KPI indicators. And the customer perception indicator system can be optimized based on the existing network KPI indicator system.Secondly, this paper provides a detailed analysis of AHP and fuzzy AHP, and the advantages and disadvantages of the two algorithms are given, and to overcome the disadvantages, the paper proposes analytical hierarchy process based on fuzzy Delphi method (FDAHP) and gives the application of the algorithm.Finally, the paper evaluates the performance of the UMTS network as an example. The customer perception, quality of service and network performance indicators of voice service are extracted using the methods defined in the paper, and then the weights of KPIs relative to the customer satisfaction are computed using FDAHP algorithm, finally the indicator system based customer perception is obtained. The value of network performance parameters are obtained through OPNET simulation. Evaluate the network performance and give a visual analysis results in order to adjust the network according to the monitoring results of customer perception.