Building Composite Performance Index for Broadband Internet Customer Experience

The global trend in broadband internet services reveals an increased focus on reliability, customer service, and integrating new technologies like IoT, 5G, or FMC. Customer service is primarily determined by network quality and reliability, price, and the quality of customer support provided by ISPs. Meanwhile, existing network quality measurement methods often involve numerous parameters, ranging from download speed and server response time to video streaming quality, each providing a separate insight into aspects of user experience. Therefore, the importance of the composite index method is becoming increasingly relevant. This method allows the integration of these various parameters into a single, easily understandable integrated index, simplifying complex data analysis into a more concise and interpretable form. As a result of this approach, internet service providers can more effectively monitor and enhance the customer experience and the overall quality of their services for various purposes with a single composite parameter value, providing reassurance and confidence in their operations.