03/10/2010

Fixed Telephony Quality

Fixed Tel. Quality Complaints Performance Historical Data

In this page: Index for Attendance Performance (IDA) to customers considering the requests sent to Anatel's Attendance Center.

New index to measure the quality in the user attendance

Anatel adopted on January 3rd, 2009, this new model in order to measure performance. The operators start with 100 points and lose points according to deviations in relation to its performance targets. The index considers the operator's capacity to attend demands in a five days dead line. The better the performance is, the higher is the index.

 

 

Performance in the Fixed Telephony Attendance (January/10)

 

The following presents the performance ranking in users attendance.

 

Group	Mar/09	Jun/09	Sep/09	Dec/09	Jan/10
Vivo	93.40	100.00	98.200	96.850	98.550
CTBC	85.20	84.98	100.000	97.750	94.450
TIM	81.72	88.33	92.200	92.150	92.300
Claro	77.87	84.38	89.250	93.950	90.350
Sercomtel	90.00	92.86	92.308	93.056	85.714
Oi	60.69	58.33	75.779	83.556	83.098
AEIOU	57.20	63.79	100.000	100.000	80.500
Brasil Telecom	54.56	59.46	67.526	80.333	78.125
Telemig	-	-	-	-	-
Amazônia	-	-	-	-	-

* Data incorporated by Oi.

 

 

Targets

 

	Historical Average	Target
Index of complaint	0.320/1000 accesses	0.200/1000 accesses
Recidivism	12%	10%
Pendency	3%	2%
Solved in the term	78%	82%

 

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