|Percentage of service activations on the agreed date||%||93.87||94.27||94.06||The percentage of orders that are activated on the date agreed between the two parties during the reference period.|
|Complaint rate relating to the initial operation of a fixed installation||%||3.14||2.01||2.67||Proportion of service activations for which the customer reports a malfunction during the fourteen days after activation.|
|Failure and malfunction rate||%||6.16||Proportion of access lines on which a failure or malfunction has been detected.|
|Time taken to repair failures and malfunctions in 80% of cases.||hours||76||Interval between due notification of the problem by the customer to the supplier and the full restoration of the service in 80% of cases. Only 20% of cases exceed this interval.|
|Time taken to repair failures and malfunctions in 95 % of cases.||hours||152||Interval between due notification of the problem by the customer to the supplier and the full restoration of the service in 80% of cases. Only 5% of cases exceed this interval.|
|Answering time by the operator’s customer services – Average response time||seconds||72.00||Average time that elapses between the end of the greeting and being put through to a human operator|
|Answering time by the operator’s customer services – The percentage of calls to the helpdesk that are answered within 2 minutes.||%||73.00||Percentage of calls to the helpdesk for which the average time that elapses between the end of the greeting and being put through to a human operator is less than 2 minutes.|
|Rate of problems submitted to customer services that are resolved by a single contact||%||74.00||Percentage of problems submitted to customer services resulting in customer satisfaction after the first contact|
|Complaints about billing||%||0.26||Percentage of bills for which complaints have been validly lodged by the customer.|
Information about the quality of the VOO services
According to article 113 of the Law of 13 June 2005 on electronic communications, operators are required to publish on their website up-to-date information on the quality of services.
The following two network quality indicators are measured:
- The blocking rate : the percentage of call attempts that are unsuccessful for reasons that are inherent to the operator’s network.
- The cut-off rate : the percentage of calls that are cut off during the connection.
October 2013 – March 2014
very bad> 4 %
> 3-4 %
> 2-3 %
> 1-2 %
> 0-1 %