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Indicators Unit Value
Respect of the date agreed for TV installation % of orders 92,37
Respect of the date agreed for fixed Internet installation % of orders 94,37
Respect of the date agreed for fixed telephony installation % of orders 93,24
Complaints about the initial function of the television % de commandes 3
Complaints about the initial function of the fixed Internet % de commandes 2,9
Complaints about the initial function of the fixed telephony % de commandes 2,9
Failure and malfunction rate % de lignes 6,63
Time taken to repair failures and malfunctions in 80% of cases Heures 80
Time taken to repair failures and malfunctions in 95% of cases Heures 160
Average helpdesk response time Secondes 51
Percentage of calls answered by the helpdesk in 2 minutes % d'appels 80
Problems resolved on first contact % d'appels 80,6
Complaints about billing % of invoices 0,0011
Rate of coverage for 3G mobile networks % of territory 97,87
Rate of coverage for 4G mobile networks % of territory 95,75
Rate of coverage for 3G mobile networks % of the population 99,93
Rate of coverage for 4G mobile networks % of the population 99,82
Rate of cut-off for 3G mobile calls % d'appels Very good (<1%)
Rate of blocking 3G mobile calls % of calls Very good (<1%)
Rate of cut-off for 4G mobile calls % of calls Very good (<1%)
Rate of blocking 4G mobile calls % of calls Very good (<1%)

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.
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