Valuing quality of experience: A brave new era of user satisfaction and revenue possibilities

Telecommunication market today is defined by a plethora of innovative products and technologies that constantly raising the bar of technical feasibility in both hardware and software. Meanwhile users constantly demand better quality and improved attributes for all applications, becoming less and less tolerant in errors or inconsistencies. Evaluation methods that were dominant for several years in the field seem to have limited effect on assess end-user satisfaction, leading to unhappy customers and lower revenue for key market players. Ensuring Quality of Service (QoS) proved no longer capable to increase market share therefore a novel evaluation method is necessary. The aim of the present paper is to present a new framework of user-oriented quality assessment that tries to measure the overall experience derived from a telecommunication product. Provided that modern services are based over the principal of sharing an overall experience with others, it seems certain that the new method of estimating Quality of Experience (QoE) will produce much better results, needed by both providers and customers.