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.