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 (TR 26.944), 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:

1. Service KQI scenarios
2. Service KQIs corresponding to the identified scenarios

KQIs will be described for the below services:

• Bidirectional voice
• Unidirectional voice streaming
• Unidirectional video streaming
• Short Messaging
• Multimedia Messaging
• Web browsing
• File transfer
• E-mail

The present document will consider already defined metrics and requirements from:

• NGMN NGCOR phase 2 requirements
• ETSI TS 102.250
• 3GPP TR 26.944
• NGMN P-SERQU
• QuEST Forum TL9000