QoS Benchmarks for Mobile Services

Commercial Benchmarks

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.

ComplaintsValue
Customer Complaints per 100 Customers= 5
Customer Satisfaction Index
 		98%
Speed of Problem ResolutionValue
% Cleared on Same Day> 90%
% Cleared in 2 Days> 95%
% Cleared in 3 Days & Above
 		100%
Billing IntegrityValue
% of Total Bills Overcharged< 0.5%
% of Incorrect Credit Balance< 0.5%
% of Failures for Credit Balance Inquiry
 		< 1%
Customer CareValue
Call Completion Rate100%
Minutes a Customer spends on Queue;
 		There must be a repeated announcement at every two-minute interval.
Customer InterfaceValue
Number of Interface PointsNumber should be tied to subscriber base.
Minutes a Customer spends on Queue;
 		10 mins
Recharge CardsValue
% of Recharge Card Loading Errors< 0.02%
% of Recharge Card Loading Incorrect Feedback
 		< 0.02%

Technical Benchmarks

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 
IndicatorIntranetworkPLMNPTOPSTNInternational
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 ImpairmentValue
Bit Error Rate (BER) per Link= 1 × 10-9
End-to-End Error Rate
 		= 1 × 10-6
Other Network MeasuresValue
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 RateHalf-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%