racked. It can happen that the vendor is satisfying the QoS but the customer may not be satisfied with the service leading to low QoE or the vendor may be violating some of the QoS attributes but the cus- tomer might still be satisfied with the vendor leasing to high QoE. Customer loyalty and continued business from the customer is only possible when QoE is high or in other words the vendor meets the customer expectations. Customer service satisfaction: This is another important quality parameter monitored by the customer quality management modules. For customer ser- vice through a hot line, the call is recorded or monitored to check the way the customer or technical support person attends the call and solves the custom- er's problem or answers the queries raised. Customers may also be requested to fill out a hard copy or online feedback form on the satisfaction levels on the service offered by a customer service team. Most service providers also have automated customer service SO that the customer does not have to wait for getting a free operator to get a response to the query. In most cases the customer just has to make a few selections from an automated menu to get a response to the specific query. Only when the customer is unable to get a proper response from the automated system will the customer service per- sonal need to get involved. Proactive reporting: Keeping the customer informed about the subscribed service is a very important part of quality at customer level. This would involve proactive reporting to the customer on possible outages to services OSS/BSS Functions due to reasons like maintenance or system failure. Providing online reports on the service usage and capability for the customer to manage or customize the service based on needs. Billing articulation and accuracy: The bill presented to the customer is the source of revenue to the service provider for the services consumed by the customer. the customer may not always properly understand the break downs involved in the bill in coming up with