Quality of service statistics

Introduction

The purpose of the measures is to define objective and comparable measures of the Quality of Service delivered by the provider. The measures are intended to be useful and important to the general public.

The statistics below cover the 3rd and 4th Calendar quarters of 2015 for KC:

Supply Time for Initial Connection

Definition

The duration from the instant a valid service order being received by a direct service provider to the instant a working service is made available for use.

Measurements and Statistics

  1. Time to supply 95% and 99% in elapsed days, and percentage by agreed date
  2. Hours for taking orders and stated accuracy of appointments
Measure Statistics - quarter three
Time for fastest 95% (days) Days*
Time for fastest 99% (days) Days*
% supplied by agreed date %*
Hours for taking orders From 8.30 to 17.00 Weekdays (Monday to Friday)
Period for appointments From 08.00 to 16.30 Weekdays (Monday to Friday)

* No provisioning statistic were available for this period.

Measure Statistics - quarter four
Time for fastest 95% (days) Days*
Time for fastest 99% (days) Days*
% supplied by agreed date %*
Hours for taking orders From 8.30 to 17.00 Weekdays (Monday to Friday)
Period for appointments From 08.00 to 16.30 Weekdays (Monday to Friday)

* No provisioning statistic were available for this period.

Faults Rate per Access Line

Definition

A report of a disrupted or degraded service that is made by a customer and is attributable to the network of the service provider.

Measurements and Statistics

The number of faults per access line per year

Measure Statistics - quarter three
Faults/acess line/year

Reports per 100 lines for direct services = 0.120

Reports per 100 lines for indirect services = n/a

Measure Statistics - quarter four
Faults/acess line/year

Reports per 100 lines for direct services = 0.149

Reports per 100 lines for indirect services = n/a

Fault Repair Time

Definition

The duration for the instant a fault has been notified by the customer to the published point of contact of the service provider to the instant when the service has returned to normal working order.

Measurements and Statistics

  1. The time by which the fastest 80% and 95% of valid faults on access lines are repaired
  2. The time by which the fastest 80% and 95% of all other valid faults are repaired
Measure Statistics - quarter three
Time to repair 80% of faults on access lines (hours & minutes)​ 119:47:00Hrs (4.98 days)
Time to repair 95% of faults on access lines (hours & minutes) 242:36:00Hrs (10.09 days)
Time to repair 80% of all other faults (hours & minutes) 95:45:00Hrs(3.93 days)
Time to repair 95% of all other faults (hours & minutes) 145:44:00 Hrs (6.06 days)
% repaired on target date 79.06% for direct services
n/a for indirect services
Hours for reporting faults 24x7 365 days a year
Periods for appointments  

From 08.00 to 20.00 on weekdays (Monday to Friday)

From 08.00 to 18.15 on Saturdays
(direct services only)

Measure Statistics - quarter four
Time to repair 80% of faults on access lines (hours & minutes)​ 119:10 Hrs (4.9 days)
Time to repair 95% of faults on access lines (hours & minutes) 284:05Hrs (11.8 days)
Time to repair 80% of all other faults (hours & minutes) 100:25Hrs(4.2 days)
Time to repair 95% of all other faults (hours & minutes) 240:04Hrs (10 days)
% repaired on target date 73.21% for direct services
n/a for indirect services
Hours for reporting faults 24x7 365 days a year
Periods for appointments  

From 08.00 to 20.00 on weekdays (Monday to Friday)

From 08.00 to 18.15 on Saturdays
(direct services only)

Response Time for Operator Services

Definition

The duration from the instant when the address information required for setting up a call is received by the network to the instant a human operator answers the call.

Measurements and Statistics

  1. Mean time to answer
  2. Percentage answered within 20 seconds
Measure Statistics - quarter three
Mean time to answer 2.24 seconds
% answered within 20 seconds 92%
Number of observations 26,028
Measure Statistics - quarter four
Mean time to answer 1.93 seconds
% answered within 20 seconds 92.4%
Number of observations 22,840

NB: Observations = number of successful and unsuccessful calls observed

Response Time for Directory Enquiry Services

Definition

The duration from the instant when the address information required for setting up a call is received by the network to the instant a human operator or an equivalent voice-activated response system answers the call.

Measurements and Statistics

  1. Mean time to answer
  2. Percentage answered within 20 seconds
Measure Statistics - quarter three
Mean time to answer 2.38 seconds
% answered within 20 seconds 94.1%
Number of observations 245,846
Measure Statistics - quarter four
Mean time to answer 2.19 seconds
% answered within 20 seconds 94.2%
Number of observations 213,370

NB: Observations = number of successful and unsuccessful calls observed

Proportion of Card and Coin Operated Public Pay-Telephones in Working Order

Definition

The proportion of public pay-telephones in working order, i. e. the user is able to make use of the services advertised as normally available.

Measurements and Statistics

The percentage of public pay-telephones in full working order

Measure Statistics - quarter three
% in full working order Number of observations**
Measure Statistics - quarter four
% in full working order Number of observations**

** No Public Pay-Telephone statistics were available for this period.
NB: This data excludes Sundays and Bank Holidays

Bill Correctness Complaints

Definition

The proportion of bills resulting in a customer complaining about the correctness of a given bill

Measurements and Statistics

The percentage of bills resulting in a customer complaint should be provided.

Measure Statistics - quarter three
% 0.0056%
Measure Statistics - quarter four
% 0.0045%

Please note: Any references to ‘Kingston’ or ‘KCH’ or ‘KCL’ or ‘KCOM Group PLC’ in this section relate to KCOM Group Limited.