EG 202 057-1 : 1.3.1

Intellectual Property Rights
Foreword
1 Scope
2 References
  2.1 Normative references
  2.2 Informative references
3 Definitions and abbreviations
  3.1 Definitions
  3.2 Abbreviations
4 General considerations
  4.1 Services covered
  4.2 Use of the parameters
  4.3 Reporting for different classes of customers
  4.4 Non standard levels of QoS
  4.5 Reporting for directly- and indirectly-serviced customers
  4.6 Data processing issues
  4.7 Data collection period
  4.8 Comparability of measurements
  4.9 Publication of QoS parameters
5 General user-related QoS parameters
  5.1 Supply time for fixed network access
  5.2 Supply time for Internet access
  5.3 Proportion of problems with number portability procedures
  5.4 Fault report rate per fixed access lines
  5.5 Fault repair time for fixed access lines
  5.6 Response time for operator services
  5.7 Response time for directory enquiry services
  5.8 Response time for admin/billing enquiries
  5.9 Frequency of customer complaints
  5.10 Customer complaints resolution time
  5.11 Bill correctness complaints
  5.12 Prepaid account credit correctness complaints
  5.13 Bill presentation quality
  5.14 Customer relations
  5.15 Professionalism of help line
Annex A (informative): Combination of weekly or monthly results
Annex B (normative): Further explanation of "fastest X %"
Annex C (normative): Method of calculating the number of
        observations required for measures of time
Annex D (informative): Bibliography
History