IDEAS home Printed from
MyIDEAS: Log in (now much improved!) to save this paper

Using social media data to understand mobile customer experience and behavior

Listed author(s):
  • Hsu, Wenling
  • Jacobsen, Guy
  • Jin, Yu
  • Skudlark, Ann
Registered author(s):

    Understanding mobile customer experience and behavior is an important task for cellular service providers to improve the satisfaction of their customers. To that end, cellular service providers regularly measure the properties of their mobile network, such as signal strength, dropped calls, call blockage, and radio interface failures (RIFs). In addition to these passive measurements collected within the network, understanding customer sentiment from direct customer feedback is also an important means of evaluating user experience. Customers have varied perceptions of mobile network quality, and also react differently to advertising, news articles, and the introduction of new equipment and services. Traditional methods used to assess customer sentiment include direct surveys and mining the transcripts of calls made to customer care centers. Along with this feedback provided directly to the service providers, the rise in social media potentially presents new opportunities to gain further insight into customers by mining public social media data as well. According to a note from one of the largest online social network (OSN) sites in the US [7], as of September 2010 there are 175 million registered users, and 95 million text messages communicated among users per day. Additionally, many OSNs provide APIs to retrieve publically available message data, which can be used to collect this data for analysis and interpretation. Our plan is to correlate different sources of measurements and user feedback to understand the social media usage patterns from mobile data users in a large nationwide cellular network. In particular, we are interested in quantifying the traffic volume, the growing trend of social media usage and how it interacts with traditional communication channels, such as voice calls, text messaging, etc. In addition, we are interested in detecting interesting network events from users' communication on OSN sites and studying the temporal aspects - how the various types of user feedback behave with respect to timing. We develop a novel approach which combines burst detection and text mining to detect emerging issues from online messages on a large OSN network. Through a case study, our method shows promising results in identifying a burst of activities using the OSN feedback, whereas customer care notes exhibit noticeable delays in detecting such an event which may lead to unnecessary operational expenses.

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.

    File URL:
    Download Restriction: no

    Paper provided by International Telecommunications Society (ITS) in its series 22nd European Regional ITS Conference, Budapest 2011: Innovative ICT Applications - Emerging Regulatory, Economic and Policy Issues with number 52180.

    in new window

    Date of creation: 2011
    Handle: RePEc:zbw:itse11:52180
    Contact details of provider: Web page:

    No references listed on IDEAS
    You can help add them by filling out this form.

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    When requesting a correction, please mention this item's handle: RePEc:zbw:itse11:52180. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (ZBW - German National Library of Economics)

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    This information is provided to you by IDEAS at the Research Division of the Federal Reserve Bank of St. Louis using RePEc data.