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Customer Service Assurance (CSA) in telecom and Internet services means the collection of Communications Service Provider (CSP) customer usage information from all practical sources including network traffic, network devices, content servers, management databases and user devices to ensure customer service quality is consistent with CSP expectations.
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A service guarantee is a marketing tool service firms have increasingly been using to reduce consumer risk perceptions, signal quality, differentiate a service offering, and to institutionalize and professionalize their internal management of customer complaint and service recovery. [1]
There are many drivers for service assurance adoption, with some considering the most important to be the ability to measure the performance of a service. A subscriber’s service experience quality can be directly linked to customer churn. [1] Therefore, maintaining satisfactory service quality levels is key to creating “customer stickiness ...
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International Standard on Assurance Engagements (ISAE) 3402, titled Assurance Reports on Controls at a Service Organization, is an international assurance standard that describes Service Organization Control (SOC) engagements, which provides assurance to an organization's customer that the service organization has adequate internal controls. [1]
It is widely used by service firms, most often in conjunction with other measures of service quality and customer satisfaction. The SERVQUAL instrument was developed as part of a broader conceptualization of how customers understand service quality. This conceptualization is known as the model of service quality or more popularly as the gaps model.
A service-level agreement is an agreement between two or more parties, where one is the customer and the others are service providers. This can be a legally binding formal or an informal "contract" (for example, internal department relationships). The agreement may involve separate organizations or different teams within one organization.