DE10135589A1 - Method for determining the quality of services in a timely and experience-oriented manner and for recording complaints and error messages of the customer on the customer's terminal device in telecommunication networks, in particular in cellular and / or fixed networks, and device for performing the method in a timely and experience-based manner - Google Patents

Abstract

The invention relates to a method and device for determining the quality of services in a time-oriented and experience-oriented manner and for detecting complaints and error reports of the customer in a time-oriented and experience-oriented manner on the terminal of the customer in telecommunications networks, particularly in mobile radio networks and/or fixed networks. It is demonstrated how technical measured data, on the one hand, and the subjective feeling of the customer, on the other hand, can be directly associated with one another.

Description

The invention relates to a method for determining the time and experience Quality of services in telecommunications networks, especially in Cellular and / or landline networks, among other things for time and experience Record customer complaints and error messages on the endge advises the customer.

Furthermore, the invention relates to a device for performing the inventions method according to the invention.  

State of the art

For a provider of telecommunications services, it is important to have the quality of its services for its customers. With the help of Spe Zialmeßgeräte are about the use of measuring car, which on vorbe agreed routes through the measurement area, characteristic radio network values, together with location coordinates; detected. This measurement method gives up conclusion about the physical-technical parameters and allows an over Checking the data calculated in advance by the network planning. A "success rich "conversation is determined by certain thresholds and so-called "sampling rates" are defined and thus an assessment of a conversation with the help technical parameters carried out. If the measurement area is not for a car too is accessible (e.g. buildings, pedestrian zones), measurement teams with mobile Measuring cases / backpacks used with the appropriate equipment.

Also known are surveys in the form of questionnaire campaigns, the Customer "on the street" is asked about network and service quality. Here is especially the temporal and local distance between the conversation and Assessment problematic, since the assessment of the customer only the Ge represents the overall appearance from his memory and thus also very much from Image of the network operator is affected. This means that  Survey result through the already existing image of a Company can be falsified.

Special surveillance systems are installed within the network infrastructure operator installs and monitors the availability at regular intervals availability and quality of services. The systems are mostly limited to the pure availability and are not able, also the availability And Determine quality of service content. Biodiversity and complexes xity of the offered. Services are increasing and an automated one Monitoring can therefore be implemented less and less. The monitoring system systems test within the network and can therefore be local Faults, problems at the air interface or with end devices are difficult or not discover at all.

The hotline employees use checklists to try to solve the problem of the customer and create an error message to the technician division. The engineering department tries this based on this error message Solve a problem. The problem here is that the customer usually does not have have the appropriate technical knowledge to provide sufficient data remote. A lot of important technical information is neither him nor the Hotli employees accessible. The error messages are therefore mostly not  sufficient for the employees of the technology department. The reported problems and malfunctions often have to be reconstructed with a lot of effort before one effective solution can be found. The customer care is very good Time and cost intensive.

The manual tests are very complex and can only be carried out sporadically leads.

On the basis of the collected according to the procedures described above The technical systems and services are adapted and data constantly evolving. However, it cannot be ruled out that it will be reflected verbal results of the two procedures described above can come. For example, it is possible that measurements are too satisfied leading technical values, while a survey at the same time ne brings positive results to light. In these cases there is no clear one Statement on the need for action by a company that deals with these data is faced.

task

The invention has for its object to provide a method that the telecommunications provider, in particular the provider of mobile radio services, enables the survey to be designed in such a way that technical measurement data merge directly with the customer's subjective feeling and have it evaluated to cover the entire chain from the end device to the service system to control the stem.

Furthermore, the invention has for its object a device for To perform the procedure.

Solution regarding the procedure

This object is represented by that in claim 1 or 2 Features solved.

Further inventive configurations

Inventive embodiments of the method are in the claims 3 to 11.  

Some advantages

The method according to the invention represents a survey method that un indirectly on the telecommunication medium used by test customers, for Example on a mobile phone, a landline phone or even on one TV or a remote control works. This telecommunication Nicotizing agents can otherwise be used in the usual way. The Test customer can be selected according to usual marketing strategies and with one modified terminal for carrying out the method according to the invention, for example, a mobile device. This test customer can then use the services as he does with the unmodified terminal otherwise does.

The method according to the invention can be carried out so that the Terminal in the Be by a special message from the provider question mode is switched. While using the service to Example during a normal telephone call or during a data transfer technical data are collected and sent to a central server (Computer) sent using data packets. This happens without any action of the customer and without the customer noticing this. Of course they have to  Data protection regulations strictly observed, especially the consent beforehand the user's consent. The data packets reach within short time, for example after seconds, the server (computer). Such techni Measured data can be, for example: date / time; Signal strength; error rate; Location (via cell identification or, if available, GPS coordinates or other location determination methods).

After the test customer has used the service, for example a mobile phone conversation, has ended, he receives questions on the device in the form of a Example of a questionnaire shown on a display. The customer now fills that questionnaire. The questionnaire is preferably dynamic, that means the type and / or presentation of the questions change depending on the Ant words of the customer automatically and depending on the event. For example be asked about the type of service, depending on which service the Customer has used different questionnaires with different ones Content appears on the relevant display.

Furthermore, it is asked about the location where the customer is currently, which end device he uses (for example car hands-free kit, etc.). The answers from the questionnaire are sent to a central data package Sent to the evaluation point, where the evaluation automatically, i.e. without  Time delay, is performed. Depending on the end of the survey, for example after a week, the end device is again through a special night switched to normal mode from the server.

The measured values are recorded by the method according to the invention So exactly where and when the customer normally uses these services saying takes. His usage behavior is hardly affected by this.

In summary, the following advantages of the invention result process:

The measured technical quality immediately becomes true with that of the customer taken subjective quality linked.

The exact location of the service use is available.

The technical measurement data are generated automatically and are practical immediately available for evaluation. Already during the surveys Preliminary analyzes or trends can be created, for example in less than ten seconds Customers.  

The process is independent of the SIM cards and media used (Cellular, landline) and can be used to compare performance in competition be set. The measurement data is collected in exactly the same way as the customer actually uses the service.

The procedure is independent of a certain standard. It can be opened future technologies such as GPRS or UMTS; apply.

Control of the entire measuring program

• - Communication with the server
• - Load a new questionnaire
• - Switch on / off the service measurements

Control of service measurements

• - Determining the use of the service and collecting the measurement data
• - Summary of the measurement data and sending to a server
• - Direct control of the questionnaire
• - Directly on the end device or by calling the voice control system

Control of the entire measuring program

Communication between the terminal device with the control software and the central server is required to operate the method. A common protocol must be implemented on both sides. The control software exchanges data and control information with the server via data packets defined in this protocol. In this way, the server can give new instructions to the control software. The instructions are packed in a data packet (e.g. SMS for GSM) and sent to the end device. The control software takes over the data packet and decodes the instructions. Then the instructions are carried out. The following instructions are defined in the protocol:

• - Load a new questionnaire
• - Switch on the service measurements
• - Switch off the service measurements
• - Changes to the process control of the service measurements
• - Changes to the selection of the measurement data to be delivered

Control of service measurements

The control software checks whether service use has started. Then over it checks whether this service should be measured. In a measurement, a initial message sent in the administrative information and measurement data be transmitted. During the conversation, only the changeable Chen transfer measurement data. When the service usage is over, checks whether a questionnaire should appear; The results of the questionnaire will be sent in a final message. Then the terminal stands available for the next use.

evaluation

All data are sent from the terminal in data packets to a central one Evaluation sent. The evaluation software is on a server and is needed for further processing. The measurement data of a service groove spread over several data packets. That's why every data packet is provided with a unique identification. The individual data packets who decoded by the evaluation software and based on their identification briefly sums. A complete data set is then available for each one  Service usage available. These records are then based on the question position statistically evaluated and processed.

Voice Control System

There are situations in which the test customer is unable to fill out the questionnaire using the display and the input function on the end device (e.g. when driving and using the hands-free system). In this case, the control software calls a voice control system. The control software signals the following data to the voice control system:

• - Services Identification
• - Questionnaire identification
• - User ID
• - Call identification

This enables the voice control system to complete the correct questionnaire to choose. The questions are read to the test customer and the answers added. The answers are then summarized and sent to the end sent skillfully. Based on the user identification and  The analysis software can clearly identify the answers to the conversation Assign technical measurement data.

If the procedure is used in complaint mode, the customer proceeds as follows:
The customer discovers a malfunction of a service or is dissatisfied with the quality.
He switches on a complaint mode via a menu on his end device and selects the service again.

While using the service (e.g. telephone call or data transfer technical data are collected and sent to a central server sent using data packets. This contact is not visible to the user bar. Typically, the data packets reach the after a few seconds Server.  

Technical measurement data are e.g. B .:

• - Type of service used
• - the type via the input values; how the customer uses the service
• - Date / time
• - signal strength
• - error rate
• - Location (via cell identification or if available GPS coordinates or at location determination procedure)

After the customer has finished using the service, he receives via Terminal a questionnaire.

The customer fills out the questionnaire. The questionnaire is designed dynamically:

• - Type of service
  Depending on the service the customer used, different questionnaires appear.
• - content
  Depending on the answers the customer gives, different follow-up questions are asked to narrow the problem down.
• - Location dependent
  Depending on where the customer is while using the service.
• - Depending on the function
  Depending on the operating mode in which the customer uses the terminal (e.g. car hands-free system).

The answers from the questionnaire are sent to a central evaluation point by data packet (see Fig. 6).

Based on the recorded technical data and the answers to the question Analysis software can determine which service is affected and what problems have occurred. The evaluation software has predefined ones Rules according to which it processes the incoming error messages and classifies them sified. Here are graded alarm plans and individual alarms each possible by type or priority:  

1. It is a new error message

• - An alarm is sent to the monitoring center.
• - The monitoring center classifies the error and gives a predefined response to this error message to the evaluation system dung.
• - The customer then receives a confirmation of his complaint with ent speaking additional information (type of fault, planned end of fault) tion). The evaluation system keeps a list of all customers who have one Have filed a complaint so that these customers can complete after the Failure can be informed automatically.
• - In addition, the call center is informed, so that the customers who the Use the hotline that can receive the same information.
• - The surveillance center initiates the correction of the problem.  
• - As soon as the fault has been eliminated, the evaluation system receives this information tion from the surveillance center. The evaluation system then informs au automatically the customer about the rectification of the fault.

2. It is an already reported error message

• - The evaluation system recognizes that it is already known Error.
• - The customer immediately receives a confirmation of his complaint appropriate additional information (type of fault, fault is known and will be processed, planned end of the fault). The evaluation system leads a Li of all customers who have made such a complaint these customers are automatically informed after the malfunction has ended can. Another alarm for the surveillance center is not present see.
• - As soon as the fault has been eliminated, the evaluation system receives this information tion from the surveillance center. The evaluation system then informs au Automatically remove all customers from its internal list via the Disorder.

The customer's device is automatically returned to normal mode on.

Problems are recorded exactly where the customer is normally uses these services. Its usage behavior will influenced only minimally.

Advantages of the procedure

The recording, processing and feedback of customer complaints is fully automated. This makes customer care much faster and cheaper.

The customer will be informed automatically and as soon as possible when the Service is available again and he can use it again directly.

The technical evaluation of customer error messages is greatly improved:
The measured technical quality is directly linked to the subjective quality perceived by the customer.

The exact location of the service use is available.

The measurement data are generated automatically and are available almost immediately tronically available for evaluation.

The process is independent of the SIM cards and media used (Cellular, landline).

The measurement data are collected in exactly the same way as the customer actually Service uses.

The procedure is independent of a certain standard. It can be also on future technologies such as B. Apply GPRS or UMTS.

The information is much more accurate and faster than an error message on the hotline.  

Solution of the problem regarding the device

This object is achieved by the Merk reproduced in claim 12 times solved.

Further inventive configurations

Further inventive developments are in claims 13 to 18 described.

Some advantages

The following components are usually required for technical implementation:

• - One end device (GSM / GPRS / UMTS; television; landline phone)
• - Tax Software
• - If necessary, a device for determining position using satellites (GPS)
• - Server for the management of data packets
• - Evaluation Software
• - If necessary, voice control system

The mobile devices can be equipped with their own measuring systems because they need the measurement data for standard operation. This Measured values can be queried from outside via a defined interface become. In the GSM area, this is done using AT commands, which are specified in the standard GSM 707 are described.

location

Position determination is a crucial criterion for securing the Quality in the field of mobile services. For the method according to the invention there are several options available.

• - Technical parameters from the mobile network.
  Each network consists of a large number of cells with a unique identification. This cell identification can be used to determine at any time where a participant is. The approximate distance to the base station of the cell can be determined via further parameters (Advancing Factor). Using the field strength of the neighboring cells, the location can be determined to within a few hundred meters. This information is available in the end device.
• - External positioning via navigation systems.
  Using a global positioning system (GPS), the position can be determined to within a few meters using standard equipment. Highly precise time signals from satellites are received via a special receiver. The position delay can be calculated from the delay time when at least three satellites are received. The deviation is typically less than 10 meters.
• - The coverage in mobile radio also depends on the height above ground.
  The position within a building (ground floor or 4th floor) can be determined using the questionnaire.
• - If additional modules are connected to an end device, this becomes switched to another operating mode (e.g. car hands-free system).

hardware concept

The following components are required to operate the process. A series mobile device. A controller that runs the control software. Optional an external positioning system via which the exact position tion of the terminal can be determined.

The controller is connected to a data interface on the end device and can control and use the terminal with commands. The The terminal supplies the required measurement data and on the corresponding commands executes commands such as sending data packets. In addition, can the positioning system can be connected, which is a ge delivers more precise position than on the measurement data from telecommunications network would be possible.

example solutions

The first four solutions are independent of the SIM cards used. This allows these systems to also perform comparative tests in competition be used for benchmarking.  

Modification of a standard cell phone

A controller chip with built-in memory is also turned into a normal one Mobile phone housing built in and connected to the data interface. The The software on the cell phone is in the manner described above Controller chip controlled. In GSM mode, the data packets are sent in SMS News packed. For data packet-oriented devices with GPRS or The data is sent directly by UMTS. For exact position determination a satellite-based navigation system (GPS or Galileo) is used. This device typically has a deviation of less than ten meters when determining the position. The GPS receiver can be used as an external module the cell phone can be plugged in or be integrated at the factory.

plug-in module

The controller chip is installed in a plug-in module, which is used during the measurement plugged into the data interface of the cell phone. The controller chip can be over this data interface to access the functions of the cell phone and in above control as described.  

Organizer solution

The control software is implemented on a pocket organizer, on which a Mobile terminal can be connected. The pocket organizer is a Complete small computer that uses the control software without additional hardware can drive. You can then use the same interfaces as described above the cell phone module can be accessed. This can vary depending on Device manufacturers both on externally pluggable and on integrated Lö solutions can be accessed.

Phone card

There are mobile terminals that specialize in data transfer Computer. These phone cards are stored in a standard standard interface (e.g. PCMCIA) and connected via this interface spoke. In this case, the control software runs on the actual Com computer and accesses the measurement data using the same commands as described above ben to.  

SIM Application Toolkit

Another interface to the end device is via the SIM Application Toolkit Are defined. It is not compatible with the data interface of the solution presented above identical: This interface can be used from the SIM card. each SIM card consists of a small microcontroller with built-in memory. The control software is implemented on this microcontroller and runs the functions described above. This will cause no changes the terminals. With this solution you are on one Network operator limited, but can use different devices without Use modification.

The invention is illustrated in the drawing, for example. Show it:

Figure 1 shows the survey process in a schematic representation.

Fig. 2 is a terminal concept;

FIG. 3 shows the process flow in the data collection;

Figure 4 shows the flow chart of the control software;

Fig. 5 shows the flow diagram for a questionnaire and

Fig. 6 Process of processing an automatically generated complaint.

The in the summary, in the claims and in the description Exercise described and can be seen from the drawing features both individually and in any combination for the realization of the Invention to be essential.

Claims (18)

1. Procedure for the timely and experience-based determination of the quality of service stungen in telecommunications networks, in particular in mobile radio and / or Fixed networks, with the end device used by the customer directly in the Electrode is included and this terminal by a computer outgoing signal when using the terminal in a measuring mode ge is switched and during the normal use of this terminal by a Users collected technical measurement data and sent it to a central server (computer) transmitted and there for example with regard to date, time, signal strength, Error rate and location evaluated and immediately after using the service the user is switched to a subjective survey mode. 2. Procedure for the timely and experience-based recording of complaints and errors Messages from the customer on the customer's device and simultaneous acquisition solution of technical parameters in telecommunication networks, especially in Mobile and / or landline networks, the endge used by the customer advises to be directly involved in the electrode, using a menu at the end advises a complaint mode and the service is selected and that  Terminal by a signal emanating from a computer during use the terminal is switched to the measuring mode and during the usual loading use of this terminal by the complainant technical measurement ten collected and transmitted to a central server (computer) and there to the Example regarding the day of the service used, the input values, the type, how the customer uses the service, date / time, signal strength, error rate, location, evaluates and timed immediately after using the service from the complaint defensive is switched to a subjective survey mode. 3. The method according to claim 2, characterized in that the question mode egg dynamically switches a questionnaire which, depending on the type of service, which of Complainant / customer used different questionnaires on Terminal switches, and that depending on which responses the complainant rende, various follow-up questions are asked to address the problem limit, with the outgoing answers from the terminal per data packet a central backup point can be sent and based on the recorded technical data and the complainant's answers by a Analysis software determines which service is affected and which problems occurred, whereupon graduated alarm plans and individual alarms depending on the type of priority / complaints are automatically switched and  then the complainant's terminal again in the Normal mode is switched. 4. The method according to claim 1 or one of the subsequent claims, characterized characterized that the technical measurement data is automatically recorded, transmitted and evaluated and immediately after their electronic evaluation Are available while those determined in the subjective survey mode Data are controlled by the user of the terminal and on the same Ways are automatically transmitted and evaluated. 5. The method according to claim 1 or one of the subsequent claims, characterized characterized in that the location of the terminal involved in the measurement is about a satellite-based system assigned to the terminal (GPS or Galileo) is determined. 6. The method according to claim 1 or one of the subsequent claims, characterized characterized in that the location of the terminal included in the measurement after the triangulation method is determined.   7. The method according to claim 1 or one of the subsequent claims, characterized characterized in that the location of the terminal included in the measurement in Real time is determined via the cell identification, the cell strength of Neighboring cells the location can be roughly determined, and that this In formations are preferably displayed on the terminal. 8. The method according to claim 1 or one of the subsequent claims, characterized characterized in that for communication between the respective terminal and a common protocol is implemented for the server (computer) and that Data packets defined via this protocol via control software with the Server (computer) are exchanged. 9. The method according to claim 8, characterized in that the control software the entire measurement program such as communication with the server, loading the subjective survey mode as well as switching the service measurement on and off control of service measurements such as determining services for collection the measurement data, summarizing the measurement data and sending it to the server (Computer), controlling the subjective survey mode controls.   10. The method according to claim 9, characterized in that the control software for service measurement, first checks whether service use has started, and then checked; whether this service should be measured, whereupon in an initial message is sent to a measurement in the administrative information mations and measurement data are transmitted and then during the groove tion of the terminal by the user transmit the variable measurement data are checked and after the usual use of the device is checked whether the subjective survey mode should be switched, whereupon the results of the subjective question in a final message, whereupon the terminal is kept ready for reuse. 11. The method according to claim 1 or 2, characterized in that when switching a voice control system switched on in the subjective survey mode and that the control software in the voice control system following data signals: service identification, user identification through voice identification and identification data necessary for subjective control in order to to provide appropriate subjective questionnaire mode, whereupon the questions read to the user and their answers recorded, summarized and sent to the evaluating computer and based on the user identifiers tion or conversation identification data, the evaluation software provides the answers be clearly assigned to the technical measurement data.   12. An apparatus for performing the method according to claim 1 or one of the subsequent claims, with a series terminal, for example for mobile radio or landline operation, a controller that uses the control software, ins especially an external position determining device for the exact position of the terminal, the controller being connected to a data interface of the terminal is connected and controls and uses the end device with commands. 13. The apparatus according to claim 12, characterized in that in a standard mobile radio, a controller chip with built-in memory and connected to the Data interface is connected, the controller chip being assigned via the Nete software can be controlled, the data packets in SMS mode in SMS Messages packaged and with data packet-oriented devices with GPRS or UMTS the data can be sent directly. 14. The apparatus according to claim 12 or 13, characterized in that with the Terminal device is a satellite-based receiver (GPS receiver or Galileo-Emp catcher) is physically connected.   15. The apparatus according to claim 13 or 14, characterized in that the Con troller chip is built into a plug-in module, which is used to measure data to the data interface of the end device, for example a mobile radio, is plugged in, the controller chip via this data interface access to the function of the mobile device or the like. 16. The apparatus according to claim 13 or one of the subsequent claims, there characterized in that the control software for controlling the entire Measurement program and to control the service measurements on a Ta is implemented and an end device, for example a mobile radio end device, is connected. 17. The device according to claim 12 or one of the subsequent claims, there characterized in that a mobile device directly to a computer connected and so-called phonecards in a standard interface to Example PCMCIA, inserted and addressed via this data point, the control software is loaded on the actual computer and on the Measured data of the mobile device is used.   18. The device according to claim 12 or one of the subsequent claims, there characterized in that when using so-called SIM application NEN toolkits the control software is loaded on the SIM card.