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Quality of service,. technical

Urmil Gohil
Urmil Gohil

The document outlines quality of service benchmarks for mobile services in Nigeria. It lists benchmarks for customer complaints, customer satisfaction, speed of problem resolution, billing integrity, customer care, customer interface, and recharge cards. The benchmarks specify acceptable values for metrics like percentage of customer complaints, bills overcharged, loading errors on recharge cards, and call completion rates.

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urmil 2012-12-23 2012-12-23 QoS (Commercial) Benchmarks for Mobile Services The following Commercial (i.e. Customer Experience) Quality of Service (QoS) indicators for Mobile Services define the minimum QoS benchmarks for all GSM mobile operators' services licensed by the Nigerian Communications Commission. COMPLAINTS VALUE Customer Complaints per 100 Customers =5 Customer Satisfaction Index 98% SPEED OF PROBLEM RESOLUTION VALUE % Cleared on Same Day > 90% % Cleared in 2 Days > 95% % Cleared in 3 Days & Above 100% BILLING INTEGRITY VALUE % of Total Bills Overcharged < 0.5% % of Incorrect Credit Balance < 0.5% % of Failures for Credit Balance Inquiry < 1% CUSTOMER CARE VALUE Call Completion Rate 100%
urmil 2012-12-23 2012-12-23 Minutes a Customer spends on There must be a repeated announcement at every two-minute Queue; interval. CUSTOMER INTERFACE VALUE Number of Interface Points Number should be tied to subscriber base. Minutes a Customer spends on Queue; 10 mins RECHARGE CARDS VALUE % of Recharge Card Loading Errors < 0.02% % of Recharge Card Loading Incorrect Feedback < 0.02%

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Quality of service,. technical

  • 1. urmil 2012-12-23 2012-12-23 QoS (Commercial) Benchmarks for Mobile Services The following Commercial (i.e. Customer Experience) Quality of Service (QoS) indicators for Mobile Services define the minimum QoS benchmarks for all GSM mobile operators' services licensed by the Nigerian Communications Commission. COMPLAINTS VALUE Customer Complaints per 100 Customers =5 Customer Satisfaction Index 98% SPEED OF PROBLEM RESOLUTION VALUE % Cleared on Same Day > 90% % Cleared in 2 Days > 95% % Cleared in 3 Days & Above 100% BILLING INTEGRITY VALUE % of Total Bills Overcharged < 0.5% % of Incorrect Credit Balance < 0.5% % of Failures for Credit Balance Inquiry < 1% CUSTOMER CARE VALUE Call Completion Rate 100%
  • 2. urmil 2012-12-23 2012-12-23 Minutes a Customer spends on There must be a repeated announcement at every two-minute Queue; interval. CUSTOMER INTERFACE VALUE Number of Interface Points Number should be tied to subscriber base. Minutes a Customer spends on Queue; 10 mins RECHARGE CARDS VALUE % of Recharge Card Loading Errors < 0.02% % of Recharge Card Loading Incorrect Feedback < 0.02%