In the technical quality logic of IoT, the final end user is one of the ‘things’. However, to build a long-term business model and manage it successfully, this is not enough.
To create a cross comparison base, we define a reference customer journey with a structure where all kinds of services can be connected to a sub-area of this ‘IoT General Customer Journey’.
IoT service quality needs to be measured ‘on the spot’. The measure should be a quick and easy feedback, but it requires the active engagement of users (which will come naturally, when made easy). There needs to be a standard of message taken. It will be open text (voice, keyboard…) Knowing the service element, the message is automatically being classified vertically and horizontally and coded for content.