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European Telecommunications Standards Institute

Introduction

The statistics provided here are collated on a more frequent than required schedule than the European Telecommunications Standards Institute (ETSI).

The European Directive on the application of Open Network Provision to voice telephony (Directive 98/10/EC [1]) identifies information that certain telecommunications across Europe are required to make available to their customers.

The Quality of Service measures are:

These measures allow customers to compare performance on a like to like basis between European Members. Each member though will offer different interpretations which will mean some measures will not be directly comparable. The interpretations that are used within the UK have been agreed with the regulator Ofcom to ensure that the underlying objectives for the publication of these measures are met. The targets are however set by KCOM Group PLC and are not endorsed or otherwise by Ofcom.

The statistics below cover the four quarter periods of 2005:

Supply time for initial connection

Definition

The duration from the instant of a valid service order being received by a direct service provider to the instant a working service is made available for use.

Measurement and statistics

Percentage of orders completed by the date agreed with the customer.

Service Type Q1 (Jan-Mar) Q2 (Apr-Jun) Q3 (Jul-Sep) Q4 (Oct-Dec) Year Cumulative
Residential 99.98% 99.92% 99.99% 95.87% 98.94%
Business 99.48% 99.22% 99.53% 85.27% 95.87%

Fault rate per access line

Definition

A fault report is a report of disrupted or degraded service that is made by a customer and is attributable to the network of the service provider or any interconnected public network, and that is not found to be invalid.

Measurement and statistics

The number of valid fault reports per 100 access lines.

Service Type Q1 (Jan-Mar) Q2 (Apr-Jun) Q3 (Jul-Sep) Q4 (Oct-Dec) Year Cumulative
Residential 0.81 0.81 0.96 0.93 2.63
Business 0.37 0.39 0.37 0.52 1.24

Fault repair time

Definition

The duration from the instant a fault has been notified by the customer to the published point of contact of the service provider to the instant when the service element or service has been restored to normal working order.

Measurement and statistics

The percentage of faults cleared any time stated as an objective by the service provider.

Service Type Q1 (Jan-Mar) Q2 (Apr-Jun) Q3 (Jul-Sep) Q4 (Oct-Dec) Year Cumulative
Residential 99.66% 99.29% 98.73% 98.29% 98.99%
Business 99.77% 99.24% 98.61% 98.90% 99.13%

Response times for operator services

Definition

The duration from the instant when the address information required for setting up a call is received by the network (e.g. recognised on the calling user's access line) to the instant the human operator answers the calling user to provide the service requested. Services provided wholly automatically, e.g. by voice response systems, are excluded.

Measurement and statistics

a) Mean time to answer in seconds.

b) Percentage of calls answered within 15 seconds.

  Q1 (Jan-Mar) Q2 (Apr-Jun) Q3 (Jul-Sep) Q4 (Oct-Dec) Year Cumulative
Mean time 4.73 4.23 3.28 3.42 3.92
% calls 91.97% 93.52% 97.07% 96.72% 94.82%

Response times for directory enquiry services

Definition

The duration from the instant when the address information required for setting up a call is received by the network (e.g. recognised on the calling user's access line) to the instant the human operator or an equivalent voice-activated response system answers the calling user to provide the number information requested.

Measurement and statistics

a) Mean time to answer in seconds.

b) Percentage of calls answered within 15 seconds.

  Q1 (Jan-Mar) Q2 (Apr-Jun) Q3 (Jul-Sep) Q4 (Oct-Dec) Year Cumulative
Mean time 8.73 3.37 3.77 3.77 4.91
% calls 85.98% 96.72% 96.95% 96.97% 94.15%

Proportion of card and coin operated public pay-telephones in working order

Definition

The proportion of public pay-telephones in full working order, i.e. the user is able to make use of the services advertised as normally available.

Measurement and statistics

The percentage that is the sum total of "working order pay-telephone"-days, divided by the sum total of the pay-telephone-days.

Q1 (Jan-Mar) Q2 (Apr-Jun) Q3 (Jul-Sep) Q4 (Oct-Dec) Year Cumulative
97.38% 97.17% 97.30% 96.34% 97.05%

Bill correctness complaints

Definition

The proportion of bills resulting in a customer complaining about the correctness of a given bill.

Measurement and statistics

The percentage of bills resulting in a customer complaint.

Q1 (Jan-Mar) Q2 (Apr-Jun) Q3 (Jul-Sep) Q4 (Oct-Dec) Year Cumulative
0.06% 0.01% 0.05% 0.01% 0.03%