The focalization on the consumer is leading to evolve from the concept of Quality of Service (QoS) to the wider idea of Quality of Experience (QoE). Perceived QoE is a relevant subject for both Network / IT providers and customers to check that the agreed service level is actually supplied. Two main factors contribute to consolidate user’s opinion regarding the perceived QoE:
- Quality of User experience, in terms of actual service quality (setup time, available bandwidth, connection quality, etc.);
- Quality of Customer experience, in terms of administrative interaction with the service provider (helpdesk efficacy, time to solve issues, accuracy of bills, etc.).