Integrating QoS Indicators and Consumer Complaints for Mobile Monitoring

This work proposes a framework integrating technical network indicators from Brazil's Telecommunications Service Quality Regulation with consumer complaints filed at the national regulatory agency for Mobile Service (2022-2025). Complaint rates per thousand subscribers are spatially smoothed using Empirical Bayes estimation and associated with eight quality indicators through Spearman correlation, Random Forest, and LightGBM analyses. Results reveal weak associations (|ρ| ≤ 0.17), with jitter, latency, and availability exhibiting the highest importance. The weak coupling suggests that technical indicators and complaints capture distinct yet complementary dimensions of service quality, supporting integrated regulatory monitoring.