Factors of successful offering of telecommunication services
- Customer-oriented factors
- Customers needs
- Strength of customers' needs (business/residence);
- degree to which the service solves customers' needs;
- availability of other solutions.
- Human factors aspects of the service
- Ease of learning (learnability);
- ease of use (usability);
- extent of match with users' requirements (functionality);
- capability to satisfy needs of different categories of users (flexibility);
- benefits provided to users (usefulness);
- availability of corresponding services to others (ubiquity).
- Customers' price sensitivity
- Expected limit/range of charges for the service (or package of services);
- price of alternative services;
- price/benefit relationship.
- Customers' quality expectations
- Availability;
- connection speed, accuracy and clarity;
- reliability;
- ease of problem referral;
- speed of repair;
- privacy and security;
- training and customer support.
- Charging and billing aspects
- Charging mode/method;
- charging accuracy;
- completeness and clarity of bills;
- frequency of bill presentation;
- resolution of billing disputes.
- Provisioning aspects
- Ease of placing orders;
- speed of installation;
- accommodation of special requests;
- reliability in meeting service dates.
- Administration-oriented factors
- Expected market size
- Expected number of customers
- initially, long-term;
- amount of service usage by typical customer;
- availability of alternative services - now, later;
- reaction of competitors;
- service life-cycle.
- Service provisioning
- Internal procedures and interfaces;
- external procedures and interfaces.
- Technical requirements
- Development requirements and timeframes;
- impact on network and other services;
- maintenance and operational considerations.
- Regulatory consequences
- Possible conflicts with present or future regulations;
- privacy requirements;
- security requirements.