Identifying Dissatisfied 4G Customers from Network Indicators: A Comparison between Complaint and Survey Data

Alexis Huet, Ye Ouyang, Mantian (Mandy) Hu and Xinling Dai
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Alexis Huet: Nanjing Howso Technology, Nanjing, China
Ye Ouyang: Columbia University, New York City, NY, USA
Mantian (Mandy) Hu: Chinese University of Hong Kong, Hong Kong, China
Xinling Dai: Nanjing Howso Technology, Nanjing, China

International Journal of Interdisciplinary Telecommunications and Networking (IJITN), 2016, vol. 8, issue 1, 12-20

Abstract: Feedback data directly collected from users are a great source of information for telecom operators. They are usually retrieved as complaints and survey data. For the mobile telecoms sector, one purpose is to manage those data to identify network problems leading to customer dissatisfaction. In this paper, a quantitative methodology is used to predict dissatisfied users. It focuses on extraction and selection of predictive features, followed by a classification model. Two sets of data are used for experiments: one is related to complaints, the other to survey data. Since the methodology is similar for those two sets, prediction efficiency and influence of features are compared. Specific influence of user loyalty in survey data is highlighted. Thus, the methodology presented in this article provides a reference for the mobile operators to improve procedures for collecting feedback answers.

Date: 2016
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