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

Author

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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)

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.

Suggested Citation

  • Alexis Huet & Ye Ouyang & Mantian (Mandy) Hu & Xinling Dai, 2016. "Identifying Dissatisfied 4G Customers from Network Indicators: A Comparison between Complaint and Survey Data," International Journal of Interdisciplinary Telecommunications and Networking (IJITN), IGI Global, vol. 8(1), pages 12-20, January.
    • Handle: RePEc:igg:jitn00:v:8:y:2016:i:1:p:12-20
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