QuEST WCX tracks the subjective quality of carrier services and relates them to the objective. Within a region, it can collect the customers’ view on multiple carriers, providing a benchmark that could be used for comparing and evaluating the supplier options. What is the value of such a benchmark? First of all it represents the most important ‘mechanics’ of what counts for business success. Customers in carrier markets constantly track the competitive offerings before they decide where to put their money. And once they decide, a negative experience is the primary trigger for a customer choosing to re-evaluate their provider. This quality is what we call ‘Subjective Quality’.
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