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%