Understanding consumer behaviour is now more critical than ever for network operators and service providers. While providers typically concentrate on objectively measuring controlled aspects such as network bandwidth and channel capacity, consumer perception of service quality encompasses additional crucial factors. These factors include the level of noise in voice calls and the time required to buffer 4K videos, often called zap time. Customer experience (CX) represents the culmination of all customer interactions with a service provider throughout their relationship, stemming from direct engagements with the services provided.
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