NO
SERVICE PERFORMANCE
PARAMETER
STANDARD
REALIZATION
Q1 2009
1
Standard of Bill Performance
Percentage of complaints to bill accuracy
≤ 5%
0.06%
Percentage of number of complaints completed within 30 work days to bill accuracy
≥ 85%
100%
2
Standard of new install request fulfillment
Percentage of approval for new install request completed within 7 days
≥ 95%
Percentage of new install request fulfillment completed within 7 days
98.96%
3
Standard of subscribers general complaints handling
Percentage of number of complaints within 12 months
1.09%
Percentage of general complaints handled
91.08%
4
Standard of Service Recovery
Percentage of service recovery request completed within 24 hours
≥ 80%
0.94
Percentage of service recovery request completed within 48 hours
≥ 90%
5
Standard of Service Level
Number of disturbance report per 1000 subscribers within 12 months
≤ 50
34.43
6
Standard of Operator Quick Response
Percentage of call responded within 30 seconds
≥ 75%
80.84
NETWORK PERFORMANCE
Standard of cut off call within network
Percentage of cut off call in network
≤ 6 %
0.04%
Standard of cut off call among networks
Percentage of cut off call among networks
N/A
