Customer Journey

 

In order to  accompany the customers through all their cycles of the service usage and to make their perception measurable we perform customer journeys. 

QMAC, the QUALIGON Mobile Audit Centre, is our smartphone based solution to support these activities.

For telecommunication services we successfully standardised nearly 100 KPIs (Key Performance Indicators) within the  ETSI. In fact this happened within a standardisation task force with the subject of KPI and process definitions to asses all customer relationship stages. This set of KPIs is now approved and represents the basis for the benchmarking of European telecommunication operators.

QUALIGON is performing assessments and evaluations of these KPIs for service and telecommunications operators.