The client is a pan-European operator group with retail brands and sub-brands
(including MVNO footprints) across five markets. Despite healthy 5G coverage claims,
CX metrics and churn indicators were trending in the wrong direction, particularly in
dense urban cores and busy indoor venues.
Business objectives
• Improve real-world QoE for voice and data in high-impact locations
• Demonstrate independent, regulator-friendly evidence of progress
• Strengthen wholesale and roaming SLAs using neutral competitive benchmarks
Key Outcomes
-18 %
Call Drop Rate
+22%
Throughput
-30%
Complaints
Why Independent Testing Now?
Publicly reported “coverage” and even average speed figures often mask location specific gaps (e.g., stations, malls, arenas). Independent benchmarking programs (e.g., umlaut/connect, Opensignal) combine drive/walk tests and large-scale telemetry to capture what customers actually experience, not just what networks advertise