ETSI - EG 202 934
User Group; The assessment of the overall Quality of Services (QoS) as perceived by the users; Definition of QoS indexes for all the customer relationship stages
|Publication Date:||1 March 2012|
The present document describes a methodology for the aggregation of QoS parameter results in order to obtain a view onto the overall quality of the ICT services provided by Service Providers (SP) from an individual customer's perspective; a suggestion for graphical representations including one following ITU-T Recommendation P.505 [i.28] is proposed in annexes B and C. The purpose is not to identify the best SP but those whose QoS is complying in every aspect with references considered as satisfactory from the users viewpoint.
The aim of this methodology is to be able to take into account preferences and expectations of individual customers as well as the subjective and objective QoS assessments.
The present document does not define parameter value threshold nor specific weighting factors for the QoS parameters but rather suggests possible ways for a weighted aggregation if so wished.
QoS indexes are defined using the QoS parameters provided in EG 202 009-2 [i.2] for all the stages of the customer relationship including service utilization.