Federal Republic of Nigeria
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Quality of Service (QoS)

The Nigerian Communications Commission is empowered to establish minimum Quality of Service (QoS) standards in service delivery for the telecommunications industry.

These QoS standards ensure that consumers continue to have access to high quality telecommunications service by setting basic minimum quality levels for all operators.

These standards define the lower and upper bounds of acceptability of such technical issues as transmission rates, error rates, call completion rates, etc. and commercial consumer issues such as access to customer care centres, billing integrity and other characteristics that can be measured and improved.

As a result, every mobile operator must report to the Nigerian Communications Commission (NCC) at the specified frequency in the year. Each operator must note the following:

  • The reporting frequency shall be Quarterly. The report for the preceding quarter must arrive at the NCC (Abuja Office) at most by 15th of the first month of each quarter.
  • The report shall be in both hard copy and editable electronic (MS Word / Excel) versions in the format provided by the NCC and using the format provided, each operator must provide the reports on the following basis:
    1. A National Report (covering the nation-wide network services).
    2. Regional Reports (preferably using the six geo-political zones).
    3. Urban Area Reports for Lagos, Aba, Abuja, Kano, Benin City, Maiduguri, and Port-Harcourt cities only.

Key Performance Indicators Reports for Telecom Service Providers

The following are the links to reports on the Key Performance Indicators (KPI) for various Telecom Services Operators.

Click to link to read the KPI REPORT on Quality of Service

 

 
 

Interconnection Performance Reports

2013 GSM Interconnection Key Performance Indicators

November

TABLE 1
Summary of November 2013 GSM Internetwork Call Key Performance Indicators

ORIGINATING NETWORK TERMINATING NETWORK
   
MTN GLOBACOM
  AIRTEL
  ETISALAT
ETISALAT MTN
  GLOBACOM
  AIRTEL
GLO MTN
  AIRTEL
  ETISALAT
AIRTEL MTN
  GLOBACOM
  ETISALAT
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% ≥99.999%      
0.02 29.26 93.31 35.72 25.56 Good
0.02 26.32 83.08 30.28 23.60 Good
0.00 28.21 99.62 38.28 29.80 V.Good
0.91 45.35 99.64 34.34 29.04 Good
0.87 40.02 98.43 28.94 30.54 Poor
0.65 29.10 98.81 32.07 32.61 Poor
0.00 56.00 100.00 26.86 34.72 V.Good
0.00 44.00 96.00 30.00 30.63 Good
0.00 39.00 100.00 31.72 29.94 V.Good
0.00 38.74 99.26 31.87 33.98 V.Good
0.01 26.64 97.75 32.40 29.53 Good
0.01 23.02 99.34 33.71 32.30 V.Good

TABLE 2
Summary of November 2013 GSM to Clearing House Key Performance Indicators

ORIGINATING NETWORK THROUGH
   
MTN ICH
  MEDALLION
  SOLID
  BREEZE
ETISALAT ICH
  MEDALLION
  SOLID
GLO ICH
  MEDALLION
  SOLID
AIRTEL ICH
  SOLID
  BREEZE
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% 99.999%      
0.02 29.64 97.88 9.06 16.15 Good
0.59 5.74 66.66 35.51 14.00 Poor
0.55 47.91 91.86 39.44 21.46 Poor
0.00 45.19 98.77 38.65 28.39 Good
0.69 44.20 71.57 27.40 24.51 Poor
0.00 60.55 99.78 0.00 27.40 V.Good
5.85 31.43 93.34 30.59 28.33 Poor
0.00 99.00 100.00 15.00 2.00 V.Good
0.00 26.00 100.00 32.00 0.00 V.Good
0.00 43.00 99.00 30.00 30.00 V.Good
0.00 10.26 98.71 33.48 30.21 Good
0.00 32.54 99.39 30.49 32.11 V.Good
0.00 67.08 100.00 26.46 29.91 V.Good

October

TABLE 1
Summary of October 2013 GSM Internetwork Call Key Performance Indicators

ORIGINATING NETWORK TERMINATING NETWORK
   
MTN GLOBACOM
  AIRTEL
  ETISALAT
ETISALAT MTN
  GLOBACOM
  AIRTEL
GLO MTN
  AIRTEL
  ETISALAT
AIRTEL MTN
  GLOBACOM
  ETISALAT
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% ≥99.999%      
0.00 28.57 90.02 35.11 24.89 Good
0.01 25.58 83.23 30.08 22.87 Good
0.00 26.98 99.29 39.95 29.50 V.Good
0.83 41.57 99.01 28.91 32.10 Good
0.81 41.70 99.49 28.42 28.54 Good
0.51 27.71 99.31 32.35 30.78 V.Good
0.00 27.71 99.00 27.12 33.77 V.Good
0.00 53.00 99.00 28.00 31.10 V.Good
0.00 42.00 99.00 29.00 29.00 V.Good
0.00 41.74 99.67 30.92 33.71 V.Good
0.01 27.88 99.84 31.58 32.18 V.Good
0.01 24.85 99.58 32.34 32.38 V.Good

TABLE 2
Summary of October 2013 GSM to Clearing House Key Performance Indicators

ORIGINATING NETWORK THROUGH
   
MTN ICH
  MEDALLION
  SOLID
  BREEZE
  NICONNX
ETISALAT ICH
  MEDALLION
  SOLID
GLO ICH
  MEDALLION
  SOLID
AIRTEL ICH
  SOLID
  BREEZE
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% 99.999%      
0.00 25.84 95.92 9.42 16.83 Good
0.45 2.15 69.60 5.21 0.00 Good
0.10 48.20 89.86 41.99 22.30 Good
0.00 51.40 99.44 38.92 28.51 V.Good
9.67 13.47 50.89 35.03 16.79 Poor
1.32 37.34 80.53 29.47 28.15 Poor
0.01 27.52 93.55 0.00 3.40 Good
9.36 27.61 97.53 30.06 25.84 Poor
0.00 99.00 95.00 31.00 3.00 Good
0.00 2.00 99.00 32.00 0.00 V.Good
0.00 61.00 99.00 34.00 31.00 V.Good
0.00 10.88 99.11 36.44 33.11 V.Good
0.00 38.88 99.94 28.65 33.67 V.Good
0.00 36.32 100.00 29.42 33.00 V.Good

September

TABLE 1
Summary of September 2013 GSM Internetwork Call Key Performance Indicators

ORIGINATING NETWORK TERMINATING NETWORK
   
MTN GLOBACOM
  AIRTEL
  ETISALAT
ETISALAT MTN
  GLOBACOM
  AIRTEL
GLO MTN
  AIRTEL
  ETISALAT
AIRTEL MTN
  GLOBACOM
  ETISALAT
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% ≥99.999%      
0.33 24.92 87.02 33.99 24.06 Good
0.11 27.17 84.14 29.89 23.47 Good
0.01 25.56 99.85 36.60 29.43 V.Good
0.71 39.48 99.56 28.91 32.92 Good
2.71 34.32 99.81 31.87 32.28 Good
0.63 27.44 99.31 29.05 31.25 Good
0.00 48.00 100.00 26.00 33.00 V.Good
0.00 40.00 96.00 26.00 30.00 Good
0.00 38.00 100.00 30.00 29.00 V.Good
0.00 39.23 99.92 31.58 35.34 V.Good
0.00 25.59 98.05 33.81 33.23 Good
0.00 24.00 95.33 33.37 32.64 Good

TABLE 2
Summary of September 2013 GSM to Clearing House Key Performance Indicators

ORIGINATING NETWORK THROUGH
   
MTN ICH
  MEDALLION
  SOLID
  BREEZE
  NICONNX
ETISALAT ICH
  MEDALLION
  SOLID
GLO ICH
  MEDALLION
  SOLID
  NICONNX
AIRTEL ICH
  SOLID
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% 99.999%      
0.05 24.92 84.74 28.16 17.21 Poor
0.00 2.17 71.06 35.66 7.53 Good
0.01 45.08 92.11 26.45 23.50 Good
3.33 54.09 91.29 38.62 29.10 Poor
0.00 49.29 95.23 35.07 21.51 Good
2.50 45.42 73.17 26.18 23.83 Poor
0.02 1.17 98.31 16.14 10.14 Good
9.12 30.73 99.54 26.29 28.23 Fair
0.00 99.00 95.00 31.00 3.00 Good
0.00 3.00 93.00 34.00 50.00 Good
0.00 54.00 100.00 33.00 52.00 V.Good
0.00 67.00 100.00 25.00 31.00 V.Good
0.00 11.46 97.60 44.75 55.27 Good
0.00 47.38 98.00 29.28 34.96 Good

August

TABLE 1
Summary of August 2013 GSM Internetwork Call Key Performance Indicators

ORIGINATING NETWORK TERMINATING NETWORK
   
MTN GLOBACOM
  AIRTEL
  ETISALAT
ETISALAT MTN
  GLOBACOM
  AIRTEL
GLO MTN
  AIRTEL
  ETISALAT
AIRTEL MTN
  GLOBACOM
  ETISALAT
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% ≥99.999%      
0.95 25.49 97.75 36.04 26.04 Poor
0.44 32.02 96.66 34.95 27.17 Good
0.06 26.16 99.36 38.02 28.91 V.Good
0.67 40.06 98.16 29.39 33.52 Poor
0.22 32.12 95.67 27.78 29.02 Good
0.63 24.46 99.61 32.21 32.36 Good
0.00 44.00 99.94 27.00 33.00 V.Good
0.00 35.00 100.00 30.00 27.00 V.Good
0.00 33.00 100.00 32.00 28.00 V.Good
0.01 44.87 99.60 30.58 33.40 V.Good
0.01 26.46 95.32 28.91 30.02 Good
0.00 24.70 99.69 33.20 32.10 V.Good

TABLE 2
Summary of August 2013 GSM to Clearing House Key Performance Indicators

ORIGINATING NETWORK THROUGH
   
MTN ICH
  MEDALLION
  SOLID
  NICONNX
ETISALAT ICH
  MEDALLION
  SOLID
GLO ICH
  MEDALLION
  SOLID
  NICONNX
AIRTEL ICH
  BREEZE
  SOLID
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% 99.999%      
0.55 25.88 84.97 20.11 17.54 Poor
0.12 3.61 72.99 34.18 23.38 Good
0.21 37.58 65.15 26.01 23.41 Good
0.00 47.71 94.08 35.10 26.65 Good
14.59 61.58 91.95 33.84 24.68 Poor
0.19 0.26 70.86 10.19 6.09 Good
10.36 34.57 60.69 30.08 13.33 Poor
0.00 44.00 99.94 27.00 33.00 Good
0.00 80.00 97.00 34.00 0.00 V.Good
0.00 45.00 99.00 32.00 31.00 V.Good
0.00 61.53 100.00 27.00 30.00 V.Good
0.00 15.34 99.33 35.12 34.50 V.Good
0.00 3.61 100.00 0.00 34.04 V.Good
0.03 34.33 54.50 29.16 29.27 Good

July

TABLE 1
Summary of July 2013 GSM Internetwork Call Key Performance Indicators

ORIGINATING NETWORK TERMINATING NETWORK
   
MTN GLOBACOM
  AIRTEL
  ETISALAT
ETISALAT MTN
  GLOBACOM
  AIRTEL
GLO MTN
  AIRTEL
  ETISALAT
AIRTEL MTN
  GLOBACOM
  ETISALAT
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% ≥99.999%      
10.42 20.36 86.14 31.20 24.57 Poor
0.03 25.39 95.88 34.83 25.03 Good
0.00 27.31 87.88 32.29 25.52 Good
0.62 38.08 99.25 30.74 32.66 Good
0.28 30.64 99.11 31.10 29.15 V.Good
0.41 21.52 98.54 30.92 30.44 Good
0.00 46.00 99.00 46.00 27.00 V.Good
0.00 33.00 100.00 33.00 29.00 V.Good
0.00 30.00 100.00 30.00 31.00 V.Good
0.00 39.88 98.66 30.56 32.66 Good
0.00 26.50 99.30 28.68 29.00 V.Good
0.00 21.49 98.21 32.87 31.96 Good

TABLE 2
Summary of July 2013 GSM to Clearing House Key Performance Indicators

ORIGINATING NETWORK THROUGH
   
MTN ICH
  MEDALLION
  SOLID
  BREEZE
  NICONNX
ETISALAT ICH
  MEDALLION
GLO ICH
  MEDALLION
  SOLID
  NICONNX
AIRTEL ICH
  BREEZE
  SOLID
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% 99.999%      
1.16 19.41 95.96 29.41 23.20 Poor
0.05 9.93 98.11 22.43 56.54 Good
0.00 17.28 33.05 13.38 10.13 Good
2.87 44.62 98.17 35.55 29.05 Poor
0.00 0.00 100.00 0.00 0.00 V.Good
13.13 44.59 95.19 30.37 26.44 Poor
0.24 0.67 98.31 34.75 7.69 Good
0.00 99.00 95.00 31.00 3.00 Good
0.00 78.00 100.00 33.00 0.00 V.Good
0.00 69.00 99.00 32.00 31.00 V.Good
0.00 55.42 100.00 28.00 30.00 V.Good
0.00 30.03 93.98 36.08 30.38 Good
0.00 4.07 54.44 0.00 33.64 Good
0.00 44.44 87.37 28.13 31.10 Good

June

TABLE 1
Summary of June 2013 GSM Internetwork Call Key Performance Indicators

ORIGINATING NETWORK TERMINATING NETWORK
   
MTN GLOBACOM
  AIRTEL
  ETISALAT
ETISALAT MTN
  GLOBACOM
  AIRTEL
GLO MTN
  AIRTEL
  ETISALAT
AIRTEL MTN
  GLOBACOM
  ETISALAT
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% ≥99.999%      
0.25 25.08 89.99 34.63 23.90 Good
0.01 24.23 83.55 28.15 24.42 Good
0.01 25.75 99.16 36.51 29.40 V.Good
ND 39.49 97.86 30.33 32.65 Poor
ND 34.37 99.81 32.07 30.91 Good
ND 22.73 99.96 31.35 30.38 Good
ND 48.00 99.99 27.00 33.00 Good
ND 36.00 100.00 31.00 29.00 Good
ND 33.00 100.00 34.00 31.00 Good
0.00 37.52 97.77 31.59 33.08 Good
0.00 26.53 99.87 31.79 30.18 V.Good
0.00 21.72 99.76 34.15 30.56 V.Good

TABLE 2
Summary of June 2013 GSM to Clearing House Key Performance Indicators

ORIGINATING NETWORK THROUGH
   
MTN ICH
  MEDALLION
  SOLID
  NICONNX
ETISALAT ICH
  MEDALLION
  SOLID
GLO ICH
  MEDALLION
  SOLID
  NICONNX
AIRTEL ICH
  SOLID
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% 99.999%      
0.04 40.27 91.72 19.26 16.50 Poor
0.04 3.89 84.38 37.34 17.35 Good
0.00 48.14 93.23 25.92 23.79 Good
0.00 27.15 91.04 34.23 15.97 Good
ND 43.61 69.43 15.84 13.83 Poor
ND 1.18 80.55 21.93 14.20 Good
ND 56.16 61.55 30.09 20.27 Poor
ND 99.00 100.00 31.00 3.00 Good
ND 69.00 100.00 36.00 0.00 Good
ND 93.00 100.00 33.00 30.00 Good
ND 39.42 92.20 37.00 29.00 Good
0.00 31.42 99.76 35.14 30.18 V.Good
0.01 58.60 99.73 29.47 30.69 V.Good

May

TABLE 1
Summary of May 2013 GSM Internetwork Call Key Performance Indicators

ORIGINATING NETWORK TERMINATING NETWORK
   
MTN GLOBACOM
  AIRTEL
  ETISALAT
ETISALAT MTN
  GLOBACOM
  AIRTEL
GLO MTN
  AIRTEL
  ETISALAT
AIRTEL MTN
  GLOBACOM
  ETISALAT
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% ≥99.999%      
0.50 24.19 84.84 31.97 22.82 Good
0.00 24.53 82.69 26.26 22.51 Good
0.75 23.26 99.46 34.63 29.69 Good
ND 36.52 97.48 29.05 28.85 Poor
ND 31.44 93.12 30.96 30.05 Poor
ND 23.72 97.97 32.01 29.08 Poor
ND 48.00 97.00 27.00 34.00 Poor
ND 40.00 100.00 34.00 28.00 Good
ND 31.00 100.00 33.00 32.00 Good
0.00 32.87 98.23 31.22 32.02 Good
0.00 28.28 99.79 29.66 31.34 V.Good
0.03 19.91 96.58 33.87 32.15 Good

TABLE 2
Summary of May 2013 GSM to Clearing House Key Performance Indicators

ORIGINATING NETWORK THROUGH
   
MTN ICH
  MEDALLION
  SOLID
  NICONNX
ETISALAT ICH
  MEDALLION
  SOLID
GLO ICH
  MEDALLION
  NICONNX
AIRTEL ICH
  SOLID
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% 99.999%      
0.00 33.89 94.08 18.60 16.67 Good
0.30 2.81 94.38 25.13 20.81 Good
0.02 33.01 94.34 25.02 22.48 Good
0.00 24.03 94.52 33.24 29.16 Good
ND 35.61 94.18 12.85 18.21 Poor
ND 1.47 50.77 11.62 15.33 Poor
ND 54.82 96.24 32.19 11.53 Poor
ND 50.00 95.00 31.00 3.00 Poor
ND 2.00 97.00 33.00 0.00 Poor
ND 51.31 95.00 28.00 30.00 Poor
0.00 28.87 99.38 36.06 27.25 V.Good
0.00 37.15 99.19 27.99 26.88 V.Good

April

TABLE 1
Summary of April 2013 GSM Internetwork Call Key Performance Indicators

ORIGINATING NETWORK TERMINATING NETWORK
   
MTN GLOBACOM
  AIRTEL
  ETISALAT
ETISALAT MTN
  GLOBACOM
  AIRTEL
GLO MTN
  AIRTEL
  ETISALAT
AIRTEL MTN
  GLOBACOM
  ETISALAT
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% ≥99.999%      
3.96 25.58 84.29 30.08 21.55 Poor
0.01 28.78 83.28 26.29 23.82 Good
0.07 25.24 99.80 33.33 27.99 V.Good
ND 41.02 99.69 29.52 29.21 Fair
ND 35.56 95.23 32.44 28.65 Poor
ND 28.64 99.23 31.98 31.43 Good
ND 48.00 99.51 22.00 33.00 Good
ND 49.00 99.89 28.00 29.00 Good
ND 34.00 99.96 30.00 32.00 Good
0.00 35.87 99.63 31.73 29.56 V.Good
0.02 29.22 96.22 33.62 29.31 Good
0.00 22.66 99.80 34.40 31.78 V.Good

TABLE 2
Summary of April 2013 GSM to Clearing House Key Performance Indicators

ORIGINATING NETWORK THROUGH
   
MTN ICH
  MEDALLION
  SOLID
  NICONNX
ETISALAT ICH
  MEDALLION
  SOLID
GLO ICH
  MEDALLION
  SOLID
  NICONNX
AIRTEL ICH
  SOLID
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% 99.999%      
0.03 7.98 89.92 36.20 9.15 Good
0.20 3.15 98.35 20.64 10.01 Good
0.06 17.12 92.11 23.03 17.09 Good
0.00 22.71 92.84 33.19 22.80 Good
ND 15.29 82.30 20.85 19.09 Poor
ND 15.92 99.88 27.23 27.39 Good
ND 12.29 96.56 22.11 13.68 Poor
ND 50.00 94.91 31.00 2.50 V.Good
ND 0.00 96.77 0.00 0.00 V.Good
ND 30.00 92.12 51.00 31.00 Poor
ND 13.40 85.85 33.00 33.00 Good
0.10 3.96 80.78 30.66 16.49 V.Good
0.00 16.13 99.54 29.79 21.43 V.Good

March

TABLE 1
Summary of March 2013 GSM Internetwork Call Key Performance Indicators

ORIGINATING NETWORK TERMINATING NETWORK
   
MTN GLOBACOM
  AIRTEL
  ETISALAT
ETISALAT MTN
  GLOBACOM
  AIRTEL
GLO MTN
  AIRTEL
  ETISALAT
AIRTEL MTN
  GLOBACOM
  ETISALAT
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% ≥99.999%      
5.89 23.84 87.01 31.48 23.11 Poor
0.14 26.99 81.97 27.09 23.04 Good
0.01 24.65 99.88 32.16 27.34 V.Good
ND 42.01 ND 30.38 29.90 Poor
ND 36.91 ND 32.57 30.01 Poor
ND 31.69 ND 32.03 31.91 Poor
ND 52.00 96.09 21.50 30.25 Fair
ND 46.00 95.39 26.25 24.25 Fair
ND 38.00 99.96 30.00 32.50 Good
0.00 43.12 ND 30.78 29.66 Good
0.00 38.42 ND 29.32 28.02 Good
0.00 29.97 ND 32.38 31.48 Good

TABLE 2
Summary of March 2013 GSM to Clearing House Key Performance Indicators

ORIGINATING NETWORK THROUGH
   
MTN ICH
  MEDALLION
  SOLID
  NICONNX
ETISALAT ICH
  MEDALLION
  SOLID
GLO ICH
  SOLID
  NICONNX
AIRTEL ICH
  SOLID
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% 99.999%      
0.12 26.25 81.46 18.88 14.86 Good
0.01 3.64 93.15 29.11 7.41 Good
0.31 39.68 88.12 34.89 22.70 Good
0.00 30.94 98.17 34.63 28.05 Good
ND 24.67 ND 31.72 18.42 Poor
ND 14.83 ND 35.71 25.10 Poor
ND 0.04 ND 33.33 15.84 Poor
ND 26.00 94.00 20.30 6.69 Fair
ND 33.00 98.38 27.75 31.61 Fair
ND 79.00 100.00 25.57 26.47 Good
0.03 39.42 ND 32.45 24.92 Good
0.01 25.42 ND 28.88 11.10 Good

February

TABLE 1
Summary of February 2013 GSM Internetwork Call Key Performance Indicators

ORIGINATING NETWORK TERMINATING NETWORK
   
MTN GLOBACOM
  AIRTEL
  ETISALAT
ETISALAT MTN
  GLOBACOM
  AIRTEL
GLO MTN
  AIRTEL
  ETISALAT
AIRTEL MTN
  GLOBACOM
  ETISALAT
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% ≥99.999%      
1.02 22.73 80.11 30.15 21.03 Poor
0.04 27.77 84.68 29.33 21.39 Good
0.04 23.49 99.79 33.44 27.02 V.Good
ND 41.21 ND 30.24 29.18 Poor
ND 40.21 ND 32.05 30.84 Poor
ND 29.55 ND 32.58 31.77 Good
ND 50.94 97.30 21.05 30.25 Fair
ND 40.00 99.41 26.25 24.25 Good
ND 40.00 99.96 30.00 32.50 Good
0.01 29.66 ND 27.03 28.36 Good
0.00 25.45 ND 29.01 27.31 V.Good
0.00 24.75 ND 28.50 31.65 V.Good

TABLE 2
Summary of February 2013 GSM to Clearing House Key Performance Indicators

ORIGINATING NETWORK THROUGH
   
MTN ICH
  MEDALLION
  SOLID
  NICONNX
ETISALAT ICH
  MEDALLION
  SOLID
GLO ICH
  SOLID
  NICONNX
AIRTEL ICH
  SOLID
PoI CONGESTION
AT BUSY HOUR
BUSY HOUR TRUNK
UTILIZATION
BUSY HOUR
AVAILABILITY
BUSY HOUR
ASR INCOMING
BUSY HOUR
ASR OUTGOING
COMMENT
≤0.5% ≤70% 99.999%      
0.04 25.75 93.38 9.31 13.99 Good
0.11 4.27 92.60 29.21 7.77 Good
0.06 48.58 83.27 35.28 23.89 Good
0.00 12.21 49.97 19.47 14.28 Good
ND 23.30 ND 27.93 19.45 Poor
ND 16.64 ND 34.93 25.21 Poor
ND 3.00 ND 33.13 5.79 Poor
ND 33.00 94.22 20.30 6.69 Fair
ND 26.00 100.00 27.75 31.61 Poor
ND 17.00 99.20 25.57 26.47 Good
0.05 15.07 ND 34.87 10.97 Good
0.00 24.30 ND 28.02 6.92 Good

NOTE
  1. Comment was based on the PoI congestion and/or trunk availability at busy hour.
  2. ASR = Answer Seizure Ratio
  3. ND = Data was not supplied at the time of the exercise.
  4. PoI = Point of Interconnection
 

QoS (Commercial) Benchmarks for Mobile Services

The following Commercial (i.e. Customer Experience) Quality of Service (QoS) indicators for Mobile Services define the minimum QoS benchmarks for all GSM mobile operators' services licensed by the Nigerian Communications Commission.

 

Complaints Value
Customer Complaints per 100 Customers = 5
Customer Satisfaction Index
 
98%

 

 
Speed of Problem Resolution Value
% Cleared on Same Day > 90%
% Cleared in 2 Days > 95%
% Cleared in 3 Days & Above
 
100%

 

 
Billing Integrity Value
% of Total Bills Overcharged < 0.5%
% of Incorrect Credit Balance < 0.5%
% of Failures for Credit Balance Inquiry
 
< 1%

 

 
Customer Care Value
Call Completion Rate 100%
Minutes a Customer spends on Queue;
 
There must be a repeated announcement at every two-minute interval.

 

 
Customer Interface Value
Number of Interface Points Number should be tied to subscriber base.
Minutes a Customer spends on Queue;
 
10 mins

 

 
Recharge Cards Value
% of Recharge Card Loading Errors < 0.02%
% of Recharge Card Loading Incorrect Feedback
 
< 0.02%
   

QoS (Technical) Benchmarks for Mobile Services

The following technical Quality of Service (QoS) indicators for Mobile Services define the minimum QoS benchmarks for all GSM mobile operators' services licensed by the Nigerian Communications Commission.

 

    Internetwork  
Indicator Intranetwork PLMN PTO PSTN International
Call Setup Success Rate (%) = 90%        
Handover Success Rate (%) = 90%        
Call Drop Rate (%) = 2%        
Post Dialing Delay(s) < 5 secs < 10 secs < 10 secs < 10 secs < 13 secs
 
  • PLMN: Public Land Mobile Network
  • PTO: Private Telephone Operators
  • PSTN: Public Switched Telephone Network

 

 
Transmission Impairment Value
Bit Error Rate (BER) per Link = 1 × 10-9
End-to-End Error Rate
 
= 1 × 10-6

 

 
Other Network Measures Value
Voice Quality Impairment < 2%
Answer Seizure Ratio (ASR) Intranetwork = 50%
Internetwork = 45%
Call Completion Rate (CCR) % = 90%
Busy Hour BSC Traffic Channel (TCH) Congestion (%) =10%
Minimum Data Encoding Rate Half-Rate
Minimum Speech Encoding Rate
 
Half-Rate

 

 
Value Added Services KPIs (SMS & MMS) Value
% of SMS/MMS Delivery Failures < 0.2%
% of SMS/MMS Incorrect Feedback < 0.2%
% of SMS/MMS Multiple Billing
 
< 0.01%
 

Measuring Voice Quality

Speech quality is a complex psycho-acoustic phenomenon within the process of perception. As such, it is necessarily subjective (i.e., Every person interprets speech quality in a different way).

Nevertheless, if speech quality is to be quantified and measured automatically, the dependence on individual opinion must be eliminated. Therefore speech quality is generally expressed as a Mean Opinion Score (MOS). Speech quality measurements provide a measurement basis in order to specify the requirements that network operators have to fulfill.

Methods for evaluating speech quality are two: Subjective method and Objective. The “Subjective method” makes use of a listener panel to assess speech quality. Speech quality is expressed as MOS, which is average speech quality perceived by the members of the panel.

The “Objective method” however replaced the listener panel by an algorithm to compute MOS value from a speech samples. The Commission expect all Operators to use the “Objective method” (where equipment available) of measurement because it is in good agreement with “exact” speech quality, it is automatic and has easily reproducible result.

The speech quality can be transformed by appropriate statistical methods to a scale as in the table below.

Sample Quality
Score Remarks
Excellent
5 These samples result to excellent speech quality.
Good 4
Fair 3
Poor 2 These samples result to poor speech quality
Bad 1
These samples results to noise only (no speech is heard at the receiver)

 

The table below gives the benchmarking for the speech quality adopted by the Commission using the scale in the table above. A Voice Quality Impairment of less than 2%, means that the total number of “Bad Speech” Samples (resulting in only noise) throughout entire conversation must not be up to 2%. This means that the entire conversation must result to predominantly “Excellent and Good” speech Samples.

Sample Quality
Score Benchmarks*
Remarks
Excellent
5 > 80%  
Good 4 < 20%  
Fair 3 < 5%  
Poor 2 < 3%  
Bad 1
< 2% The % of samples that result in totally impaired voice message (unrecognized) should be < 2.
* (% of Received Samples)
   

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Friday 21st November, 2014

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