| No |
Service Performance
|
Parameter |
Standart |
Achievement in Quarter
2/2011 |
| 1 |
Billing Performance Standard |
Percentage of complaint on billing accuracy in one month |
≤5% |
0% |
| |
|
Percentage of complaint settlement on billing accuracy settled within 15 working days |
≥90% |
100% |
| |
|
Percentage of complaint settlement of pre-paid charging accuracy settle within 15 days |
≥90% |
100% |
| 2 |
Activation Request Fulfillment Standard |
Percentage of post-paid activation request fulfillment within 5 working days |
≥90% |
100% (No Postpaid activation) |
| |
|
Percentage of pre-paid activation request fulfillment within 24 hours |
≥98% |
100% |
| 3 |
Handling of General Customer Complaint |
Percentage of handling of general customer complaint responded within a 12 month period |
≥85% |
100% |
| 4 |
Standard of Service Disruption Report Level |
Number of customer disruption reports for every 1000 customers |
≤50 |
2.87 |
| 5 |
Standard of Service Level of Customer Service Call Center |
Percentage of Call Center operator’s answer to customer call within 30 seconds |
≥75% |
85% |
