Annex 2 - Quality of service measurement methods

Supply time for initial network connection (PQS1)

(a) Delay values in the supply of connections which correspond to 95% and 99% of the swifter installations, where the consumer does not define a target date

Total occurrences registered in the course of the reference period

(b) Rate of supply requests fulfilled up to the date agreed with the consumer, where the consumer defines a target date

(c) Ratio between the number of initial connections supplied, the consumer having established a target date, and the total number of initial connections supplied

Fault rate per access line (PQS2)

Total number of faults reported per access

Total occurrences registered in the course of the reference period

Fault repair time (PQS3)

(a) Time to repair faults of the local access network which correspond to 80% and 95% percentile values of the swifter repairs

Total occurrences registered in the course of the reference period

(b) Time to repair other type of faults, which correspond to 80% and 95% percentile values of the swifter repairs

(c) Rate of repairs carried out within the repair time limit established by the universal service provider, intended to be offered to consumers

Response time for operator services (PQS4)

(a) Average response time for operator services

Total occurrences registered in the course of the reference period

(b) Rate of calls for operator services taken within 20 seconds by the human operator

Unsuccessful calls (PQS5)

(a) Total number of eligible calls for PQS5 calculation purposes broken down by national calls and international calls

Representative sample, at the level of local switches, of actual outgoing traffic (for a week per month, seven days and twenty four hours a day), throughout the year.

(b) Proportion of unsuccessful calls in the case of national calls

(c) Proportion of unsuccessful calls in the case of international calls

Call set-up time (PQS6)

(a) Total number of eligible calls for PQS6 calculation purposes broken down by national calls and international calls

Representative sample, at the level of local switches, of actual outgoing traffic (for a week per month, seven days and twenty four hours a day), throughout the year.

(b) Necessary period of time to set up national calls which corresponds to 100% of calls and 95% of swifter calls

(c) Necessary period of time to set up international calls which corresponds to 100% of calls and 95% of swifter calls

Response time for directory enquiry services (PQS7)

(a) Directory enquiry services mean time to answer

Total occurrences registered in the course of the reference period

(b) Proportion of calls answered within 20 seconds by human operators or equivalent response systems

Proportion of coin and card operated public pay-telephones in working order (PQS8)

Proportion of whole days during which the public pay-telephones are in full working order relatively to the potential number of operational days of the average public pay-telephones park

Total occurrences registered in the course of the reference period

Bill correctness complaints (PQS9)

Proportion of bills claimed relatively to the total number of bills issued

Total occurrences registered in the course of the reference period