DOI: 10.5176/2251-2012_QQE15.22

Authors: Joshi Sujata, Bhatia Sanjay, Menachem Domb, Roy Arindam and Saini Jyoti


As Indian Telecom industry matures itself, service providers understand the essence of Customer Experience as the prime differentiator towards business success. This paper will provide a rundown of the extant literature on customer experience studies done in Telecom industry. This research paper also attempts to identify the determinants of Customer Experience for Telecom operators in Indian Telecom industry. Also this research paper defines a yardstick called ACEI score to quantify customer experience in telecom industry

Keywords: Customer Experience, ACEI Score, Customer Behavior


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