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As the mobile broadband market enters its second wave of revenue development, differentiation is the name of the game. To stand out from the crowd, operators will need to offer a widespread, high-quality user experience and a range of differentiated services to attract different subscriber types.

Accurate insight into customer service experience has never been more essential for operators competing in a market increasingly driven by end user expectations. The concept introduced in this paper represents a response to the Service Assurance challenge by combining a new business-oriented level of key performance indicators (KPIs) for user-experienced services with structured measurement, network reporting and event-based drill-down functionalities.