I.S. CWA 14357:2002

Foreword
Introduction - Setting the context
1 Scope
   1.1 Quality of Internet Service
   1.2 The user
   1.3 Elements to be measured
2 Terms and definitions
3 Options considered
   3.1 The presentation of the quality rating to the user
   3.2 Who will measure and rate the QoIS?
   3.3 Measurements
4 Suggested approach
   4.1 Categories of user
   4.2 Categories of connection
   4.3 Use of logo
   4.4 Acceptance of the logo
   4.5 Terms
5 Identifying the elements to be measured - Technical
   performance
   5.1 Identifying and defining the parameters
   5.2 Mapping the parameters to Connection Service Quality
6 Elements to be assessed - Customer Service and usability
   6.1 The welcome kit
   6.2 Software installation and un-installation
   6.3 Local language support
   6.4 Customer support
   6.5 Principal services provided
   6.6 Optional Services
7 Information to be provided
   7.1 Useful and essential information
   7.2 Terms and conditions of use
8 Elements to be assessed - Good business practice
   8.1 Privacy and security
   8.2 Technical competence of staff
9 Measurement tools
   9.1 Measurement tools for technical parameters
   9.2 Assessment of Customer Service and usability
   9.3 Information to be provided
   9.4 Good business practice
10 Future work
ANNEX A
   Figure A.1 - A comprehensive model
ANNEX B
   B.1 - Reference documents and expertise available
ANNEX C
   C.1 - Example Check List
ANNEX D
   D.1 - Draft specification of technical measurement tool
ANNEX E
   E.1 TO E.12 - Example of different methods of connecting to
                 the internet