This Recommendation is concerned with the establishment of a contact point in each ROA/Administration for resolving customer specific troubles reported by another Administration/ROA. This contact point defined as the Customer Satisfaction Point, is distinct from maintenance contact points defined in Recommendation M.1510.
In the current telecommunication environment, there is a strong need to maintain customer satisfaction by rapidly isolating and resolving problems. Often the problem resides not in the network of ROA/Administration receiving the customer trouble report but in another ROA/Administration. Under such circumstances, the problem resolution can take a significant amount of time if a designated contact point does not exist. This contact point is defined by this Recommendation as the “Customer Satisfaction Point”. The intent of this Recommendation is to establish minimum requirements for the establishment of the Customer Satisfaction Point and associated roles and responsibilities.