|
01/26/2012 |
Cellullar Quality
This page: Quality indicators of cellular operators by the General Plan of Quality Goals (PGMQ) from SMP. Monthly follow up of the percentage of quality goals attended by the operators. Claims of Anatel's attendance center. |
Quality Indicators
| Operator | 4Q11 |
||
Accomplished targets |
Complaints |
Index for Attendance Performance (IDA) |
|
| Tim | 99.8% | 0.321 | 94.0 |
| Vivo |
98.7% | 0.265 | 96.8 |
| Oi |
88.9% | 0.493 | 86.4* |
| Claro | 83.3% | 0.394 | 90.3 |
| Sercomtel | 100.0% | 0.013 | 4.2 |
| CTBC | 99.5% | 0.190 | 94.6 |
*It doesn't include BrT
*Data about Oct/11
Quality targets accomplished by operators 2011
| Operator | 1Q11 | 2Q11 | 3Q11 | 4Q11 | 2011 |
| Tim | 99.8% | 99.9% | 99.9% | 99.8% | 99.8% |
| Vivo |
99.7% | 100.0% | 99.4% | 98.7% | 99.5% |
| Oi |
74.2% | 91.4% | 86.9% | 88.9% | 85.4% |
| Claro | 97.0% | 95.5% | 92.8% | 83.3% | 92.1% |
| Sercomtel | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% |
| CTBC | 97.0% | 100.0% | 100.0% | 99.5% | 99.1% |
| Brazil | 97.1% | 98.3% | 97.3% | 94.9% | 96.9% |
Quality Targets Accomplished by Operators (Annual)
Operator |
2007 |
2008 |
2009 |
2010 |
2011 |
| Tim | 93.7% | 91.6% | 96.9% | 99.4% | 99.8% |
| Vivo |
96.7% | 99.5% | 99.7% | 99.6% | 99.5% |
| Claro | 96.2% | 98.0% | 92.3% | 98.2% | 92.1% |
| Oi |
- | - | 87.3% | 80.9% | 85.4% |
| Sercomtel | 92.4% | 95.1% | 95.5% | 100.0% | 100.0% |
| CTBC | 97.6% | 93.4% | 95.1% | 95.3% | 99.1% |
| Aeiou | - | - | 80.3% | 71.2% | - |
| Brazil | 96.7% | 96.9% | 96.6% | 96.8% | 96.9% |
It is considered as goals of quality to be attended by the Operator: the total gotten adding the goals to be attended by each provider that compose the operator. Those 8 operators are composed by 54 providers.
The folowing table presents the Operators that not reached the goals in Nov/2011.
| Quality Indicators (December/11) | Goals | Number of operators Which didn't reach the goals* | |
| SMP1 | Complaint rate |
<1% | 7 |
| SMP2 | Claims rate (covering and voice channel per 1000 accesses) |
<4% | 0 |
| SMP3* | Rate of Completed Calls to Attendance Centers |
>98% | 6 |
| SMP4* | Rate of Attendance (Telephone attendant/ attendant in Self Attendance Systems) |
>95% | 12 |
| SMP5* | Rate of Originated Completed Calls |
>67% | 0 |
| SMP6* | Rate of Center Calls |
>95% | 0 |
| SMP7* | Rate of not completed Calls |
<2% | 0 |
| SMP8 | Rate of User Answer |
>95% | 3 |
| SMP9 | Rate of Information asked |
>95% | 0 |
| SMP10 | Rate of Personal Attendance |
>95% | 3 |
| SMP11 | Rate of Relative Attendance to accounts per 1000 emitted accounts |
< 5% | 1 |
| SMP12 | Rate of Recovering (fails/defects) |
>95% | 0 |
* considers that the operator didn't reach the indicator for one of the 3 PMM (Major Moviment Period). It doesn't include goals in any of the cases.
The operators are having difficulty in:
- The Tax of Completed Calls to Attendance Centers ( SMP3)
- Tax of Personal Attendance to User (SMP10);
- Tax of Originated Completed Calls(SMP5);
- Tax of Answer for User (SMP8).
Print this Page
Send this Page
Add to favorites
Communicate errors