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Quality of Service Cellular
2019 Any
No Quality of Service Parameter Benchmark Q1 Value Jan - Mar, 2019
1 Billing Performance Standard Percentage of complaints over the accuracy of bills in 1 month <5% 1,17%
Percentage of complaints for accuracy of bills completed within 15 working days >90% 95.14%
Percentage of complaints over prepaid charging accuracy completed in 15 working days >90% 96,00%
2 Standard for fulfilling activation requests Percentage of fulfillment of postpaid activation requests within 5 working days >90% 99,11%
Percentage of fulfillment of pre-paid activation requests within 24 hours >98% 99,51%
3 Standard of General User Complaints Handling Percentage of general complaints of users responded in 3 months >90% 99,30%
4 Standard Service Disruption Report Level Percentage of service disruption reports submitted by users <5% 0,08%
5 Call Center Service Level User Service Standards Percentage of Call Center operator answers to customer calls in 30 seconds >90% 89,13%
No Network Performance Parameter Benchmark Q1 Value Jan - Mar, 2019
1 Standard of Endpoint Service Availability Percentage of number of calls that were Do not experience dropped calls and blocked calls ≥90% 98.78%
Percentage of dropped call ≤5% 0,77%
2 Standard of SMS Performance Percentage of number of short messages that were successfully sent with a time interval between sending and receiving no more than 3 minutes ≥90% 97.72%
No Quality of Service Parameter Benchmark Q2 Value Jan - Mar, 2019
1 Billing Performance Standard Percentage of complaints over the accuracy of bills in 1 month <5% 1,17%
Percentage of complaints for accuracy of bills completed within 15 working days >90% 95.14%
Percentage of complaints over prepaid charging accuracy completed in 15 working days >90% 96,00%
2 Standard for fulfilling activation requests Percentage of fulfillment of postpaid activation requests within 5 working days >90% 99,11%
Percentage of fulfillment of pre-paid activation requests within 24 hours >98% 99,51%
3 Standard of General User Complaints Handling Percentage of general complaints of users responded in 3 months >90% 99,30%
4 Standard Service Disruption Report Level Percentage of service disruption reports submitted by users <5% 0,08%
5 Call Center Service Level User Service Standards Percentage of Call Center operator answers to customer calls in 30 seconds >90% 89,13%
No Network Performance Parameter Benchmark Q2 Value Jan - Mar, 2019
1 Standard of Endpoint Service Availability Percentage of number of calls that were Do not experience dropped calls and blocked calls ≥90% 99,22%
Percentage of dropped call ≤5% 0,89%
2 Standard of SMS Performance Percentage of number of short messages that were successfully sent with a time interval between sending and receiving no more than 3 minutes ≥90% 97.54%

 

No. Quality of Service Parameter Benchmark

 Score Apr - Jun

Year: 2019

1. Billing Performance Standard Percentage of complaints over the accuracy of bills in 1 month <5% 1,03%
Percentage of complaints for accuracy of bills completed within 15 working days >90% 94,91%
Percentage of complaints over prepaid charging accuracy completed in 15 working days >90% 97,65%
2. Standard for fulfilling activation requests Percentage of fulfillment of postpaid activation requests within 5 working days >90% 99,53%
Percentage of fulfillment of pre-paid activation requests within 24 hours >98% 98,74%
3. Standard of General User Complaints Handling Percentage of general complaints of users responded in 3 months >90% 99,04%
4. Standard of Service Disruption Report Level Percentage of service disruption reports submitted by users <5% 0,07%
5. Call Center Service Level User Service Standards Percentage of Call Center operator answers to customer calls in 30 seconds >90% 89,92%

 

 

No. Network Performance Parameter Benchmark Score Apr - Jun
Year: 2019
1.  Standard of Endpoint Service Availability Percentage of number of calls that were Do not experience dropped calls and blocked calls ≥90% 99.97
Percentage dropped call ≤5% 0.85
2. Performance Standard  of SMS Services Percentage of number of short messages that were successfully sent with a time interval between sending and receiving no more than 3 minutes ≥90% 97.50%

 

 

No. Quality of Service Parameter Benchmark

 Score Apr - Jun

Year: 2019

1. Billing Performance Standard Percentage of complaints over the accuracy of bills in 1 month <5% 0,85%
Percentage of complaints for accuracy of bills completed within 15 working days >90% 96,04%
Percentage of complaints over prepaid charging accuracy completed in 15 working days >90% 99,02%
2. Standard for fulfilling activation requests Percentage of fulfillment of postpaid activation requests within 5 working days >90% 99,69%
Percentage of fulfillment of pre-paid activation requests within 24 hours >98% 97,26%
3. Standard of General User Complaints Handling Percentage of general complaints of users responded in 3 months >90% 99,38%
4. Standard of Service Disruption Report Level Percentage of service disruption reports submitted by users <5% 0,07%
5. Call Center Service Level User Service Standards Percentage of Call Center operator answers to customer calls in 30 seconds >90% 94,76%

 

 

No. Network Performance Parameter Benchmark ScoreApr - Jun
Year: 2019
1.  Standar Endpoint Service Availability Percentage of number of calls that were Do not experience dropped calls and blocked calls ≥90% 99.97
Percentage dropped call ≤5% 0.87
2. Performance Standard  of SMS Services Percentage of number of short messages that were successfully sent with a time interval between sending and receiving no more than 3 minutes ≥90% 97.50%