 the desired QoS in practice, there is a need to define a set of KPIs that are important and understandable to customers and then to make customers aware of them. Overall, if legitimate concerns are addressed, QoS obligations are likely to be fulfilled. For the purpose of successful QoS monitoring, the regulators (i.e. NRAs) need to con- sider the opinions of both telecom operators and their customers. Typically, that can be achieved through a consultation process before applying obligations in regard to QoS. The consultation process starts (and ends) with circulation of documents on QoS policy options and proposals given by the NRA for discussion. Figure 9.6 shows the possible techniques for ensuring that telecom operators will fulfill QoS obligations. Developed telecom/ICT markets prefer the encouragement option, while in less developed telecom/ICT markets, when QoS obligations seriously and persistently fail to be fulfilled, it is possible to use more radical enforcement techniques, which may include approaches not exclusively related to QoS, such as withdrawing licenses issued by the NRA. However, drastic enforcement techniques may be not available through the laws in a given country. Also, enforcement should be directed to provide benefits to the end customers and to the public in general, and it should not intentionally influence the business operations of telecom operators because the main idea is to improve QoS (while a non-operational network will certainly degrade further QoS, especially when QoS degradation is present in all telecom operators in a given country). Enforcement should be the last resort; timely indication of QoS degradation may trigger an appropriate reaction by the telecom operator (e.g. deploying new capacity, network optimization, repairing or replacing non-working equipment, and adopting a pricing strategy that reflects the WTP of customers and deployed capacity in the networks). Additionally, enforcement techniques may not be QoS monitoring (based on QoS policies, rules, and guidelin