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 1st and 2nd Calendar Quarters of 2011 for KC:
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 1 | Quarter 2 | |
| Time for fastest 95% (days) | 0-7.33 | 0-23.17 |
| Time for fastest 99% (days) | 0-18.5 | 0-51.83 |
| % supplied by agreed date | 98.68% | 99.29% |
| 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) | |
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 1 | Quarter 2 | |
| Faults/access line/year | Reports per 100 lines for direct services = 0.64 Reports per 100 lines for indirect services = n/a |
Reports per 100 lines for direct services = 0.51 Reports per 100 lines for indirect services = n/a |
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 1 | Quarter 2 | |
| Time to repair 80% of faults on access lines (hours & minutes) | 0m - 8h 3m | 0m - 28h 20m |
| Time to repair 95% of faults on access lines(Hours & minutes) | 0m - 27h 29m | 0m - 58h 47m |
| Time to repair 80% of all other faults(hours & minutes) | 0m - 8h 3m | 0m - 28h 20m |
| Time to repair 95% of all other faults (hours & minutes) | 0m - 27h 29m | 0m - 58h 47m |
| % repaired on target date | 89.98% for direct services n/a for indirect services |
88.39% for direct services n/a for indirect services |
| Hours for reporting faults | 24x7 365 days a year | |
| Periods for appointments | From 08.00 to 18.00 on weekdays (Monday to Friday) From 08.00 to 14.30 on Saturdays (direct services only) |
|
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 1 | Quarter 2 | |
| Mean time to answer | 2.96 Seconds | 2.86 Seconds |
| % answered within 20 seconds | 92.48% | 92.79% |
| Number of observations | 36,799 | 40,730 |
NB: Observations = number of successful and unsuccessful calls observed
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 1 | Quarter 2 | |
| Mean time to answer | 2.94 Seconds | 3.03 Seconds |
| % answered within 20 seconds | 94.36% | 93.41% |
| Number of observations | 1,315,958 | 1,206,793 |
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 1 | Quarter 2 | |
| % in full working order | 86.37% | 88.47% |
| Number of observations | 24,198 (sample) | 22,890 (sample) |
NB: This data excludes Sundays and Bank Holidays
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 1 | Quarter 2 | |
| % | 0.263% | 0.097% |
68.75p
0.75p
Date: 18/05/2012
Trade time: 13:59 BST
53%
Year on year improved free cashflow
107
Years of service to businesses and public
1,812
Total employees within the KCOM Group
© KCOM Group PLC 2010
