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% |