Criteria for assessing the quality of network

 

List of Quality Indicators published on August 19th, 2009 from Board of Manager of Hanoi Telecom

No	Object	TCN 68-186:2006	Standard
1	Call Setup Success Rate (CSSR)	>= 92%	>= 92%
2	Call Drop Rate (CDR)	<= 5%	<= 5%
3	Speech quality	>= 3 Points	>= 3 Points
4	Billing Accuracy:
	- Pecentage of wrong charging	<= 0,1%	<= 0,1%
	- Percentage of wrong timing charging	<= 0,1%	<= 0,1%
5	Pecentage of wrong charging and making invoice (for real post paid sub)	<= 0,01%	<= 0,01%
6	Network availability	>= 99,5%	>= 99,5%
7	Customer complaint (number complaint/100 subs/3 months)	<= 0,25	<= 0,25
8	Feedback for customer complaint (within 48 hours)	100%	100%
9	Customer service:
	- Support time (24/24)	24/24	24/24
	- Percentage of calls to CS that reached to agent within 60s	>= 80%	>= 80%