Quality indicators
| Indicators | Unit | Value H2 2021 |
|---|---|---|
| Respect of the date agreed for TV installation | % of orders | 96,4 |
| Respect of the date agreed for fixed Internet installation | % of orders | 95,98 |
| Respect of the date agreed for fixed telephony installation | % of orders | 95,93 |
| Complaints about the initial function of the television | % de commandes | 5,29 |
| Complaints about the initial function of the fixed Internet | % de commandes | 2,41 |
| Complaints about the initial function of the fixed telephony | % de commandes | 2,33 |
| Failure and malfunction rate | % de lignes | 4,47 |
| Time taken to repair failures and malfunctions in 80% of cases | Heures | 25,25 |
| Time taken to repair failures and malfunctions in 95% of cases | Heures | 71,53 |
| Average helpdesk response time | Secondes | 77,5 |
| Percentage of calls answered by the helpdesk in 2 minutes | % d’appels | 76,68 |
| Problems resolved on first contact | % d’appels | 84,65 |
| Complaints about billing | % of invoices | 0,31 |
| 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.
