Track and analyze critical network performance indicators, service incidents, and customer satisfaction metrics to ensure high-quality service delivery and identify areas for improvement.
Report Objective
Monitor and evaluate network service quality through key performance metrics, incident management effectiveness, and customer experience indicators to maintain service level agreements and drive continuous improvement in service delivery.
Network Performance Metrics
Line chart showing network availability and latency trends
Questions to Consider:
How stable has network availability been over the past weeks?
Are there any concerning trends in network latency or packet loss?
What is the correlation between performance metrics and incident rates?
Is network availability meeting SLA targets?
Are there any concerning patterns in availability fluctuations?
What factors contributed to any significant changes?
How are latency and packet loss trending together?
Are there any performance degradation patterns?
What is the impact on service quality?
Service Incident Analysis
Bar chart displaying incident counts and resolution times
Questions to Consider:
What is the distribution of incidents by severity?
How effectively are we meeting our MTTR targets?
Are there patterns in incident timing or types?
What is the distribution of incidents across severity levels?
Are there any concerning trends in incident frequency?
How does this compare to historical patterns?
How is MTTR trending over time?
Are we meeting resolution time targets?
What factors impact resolution speed?
Customer Experience Metrics
Line chart showing customer satisfaction trends and support metrics
Questions to Consider:
How is customer satisfaction trending relative to service performance?
Are support ticket volumes and response times meeting targets?
What is the relationship between incident resolution and satisfaction scores?
How is customer satisfaction trending?
What is the relationship between response times and satisfaction?
Are we meeting customer experience targets?
Areas for Investigation
Analyze correlation between network performance metrics and customer satisfaction
Review incident patterns to identify potential systemic issues
Evaluate effectiveness of incident response procedures
Assess impact of recent network upgrades or changes
Review resource allocation for support ticket management
Investigate opportunities for proactive network maintenance
Evaluate current monitoring and alert thresholds
Review customer communication processes during service incidents