Indicators Unit of measure TEL NET TV Comments/clarifications
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 Delay between due notification of the problem by the customer to the supplier and the full restoration of the service in 80% of cases.
Time taken to repair failures and malfunctions in 95 % of cases hours 152 Delay between due notification of the problem by the customer to the supplier and the full restoration of the service in 95% of cases.
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.

Mobile Telephony

Information concerning the quality of the services provided by VOO

According to article 113 of the law of 13 June 2005 on electronic communications, operators are obliged to publish current information concerning service quality on their website.

The following two network quality indicators are measured:

  • The unsuccessful call ratio : the percentage of attempted calls that are unsuccessful for reasons inherent to the operator's network.
  • The dropped call ratio : the percentage of calls that are dropped during the connection.

Results of measurements

October 2013 - March 2014

Unsuccessful call ratio =>
<= Dropped call ratio
  • very bad
    > 4 %
  • bad
    > 3-4 %
  • average
    > 2-3 %
  • good
    > 1-2 %
  • very good
    > 0-1 %