Construction and Evaluation of Digital Experience Evaluation Index System in the Communication Industry

Based on the key aspects of the whole journey between users and telecom operators, the article builds a digital experience evaluation system for telecom operators that covers the whole journey, all the touchpoints, and takes into account both user-side experience and enterprise-side operation practice. It analyzes the overall level of digital experience of users in the communication industry at this stage, the differences in population and geographical through quantitative assessment; explores the reasons for the low level of digital experience in the communication industry through qualitative mining, and puts forward suggestions for improving digital experience in phases. The results show that: the overall level of digital experience in China’s communications industry is not high, and user satisfaction is relatively low, indicating that the current digital experience is far from meeting users’ expectations; there are obvious differences in the importance of various indicators and the perception of digital experience among different generations and geographic regions; the level of digital experience implementation shows a regional differentiation feature of first tier cities > third/fourth tier cities > second tier cities.