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Based on the TMF GB962， Customer Experience Management(CEM) frameworks, HUAWEI use journey CEI (Customer Experience Index) is generated by analyzing different types of network KQIs / KPIs when customers use various communications services (also known as touch points). The CEI helps establish a satisfaction benchmark system, can be used to evaluate customer experience in a comprehensive manner.
At touch point layer, linear factor analysis and non–linear event analysis are used together to analyze the relationship between network quality KQIs/KPIs and customer service satisfaction. At journey layer, the service experience scores are weighted by modeling and then summed up to generate an overall score.