The introduction of Key Quality Indicators (KQIs), which reflect the end-to-end service performance and quality, could
be used to better represent real customer experience. NGMN NGCOR has defined principles for KQIs which could be
used to evaluate the customer experience for fixed and mobile networks. It is proposed that SA5 takes the responsibility
to study how to standardize the related service KQIs providing a standardised common base for end-to-end
measurements and to fulfil the NGCOR requirements. KQIs have also been defined by ETSI (TS 102.250
), 3GPP SA4
), NGMN (P-SERQU) and QuEST Forum should also be considered.
The intention of KQI for the service experience is to try to reflect the customer experience with indicators reflecting
them for example how many stalls occur while watching a movie, time delay before seeing the first screen of a movie.
With this information, KQI could closely reflect the customer experience. The KPIs defined in the current specifications,
e.g. TS 32.450
, are not differentiated by services, they only measure the bearer.
The present document will address:
Service KQI scenarios
Service KQIs corresponding to the identified scenarios
KQIs will be described for the below services:
Unidirectional voice streaming
Unidirectional video streaming