Quality of Service Reporting 2016

Fixed Net Based Voice Services

Broadband Internet Services
 Background

 The Technical Quality of Service (QoS) & Key Performance Indicators (KPIs) Regulations forms part of the
regulations issued by the TRA in accordance with:
 Article 13 (3) of Federal Law by Decree No. (3) of 2003. This regulation is designed to ensure that licensees meet quality
standards of performance and adherence to the terms and conditions of the license granted to them.
 Article 14 (3) of Federal Law by Decree No. (3) of 2003. This regulation is designed to grants the TRA the authority to issue
policies with respect to the terms and level of service by the licensees to the consumers, including the standards and quality
of Service.

 The Reports based on the Quality of Service for the Mobile & Fixed Network - Annex 1 data reported via
licensees (Etisalat & du) to the Telecommunication Regulatory Authority during 1st, 2nd, 3rd & 4th Quarter of 2016.
Key Performance Indicators (KPI)
Quality of Service Parameters includes:
1. Fixed Network based Voice Services:

• % of orders delivered within 7 days of application.

• Average number of days to deliver orders to customers
• Average elapsed clock hours to resolve reported faults on services
• Number of reported faults per 1000 subscriber lines

2. Broadband Internet Services

• % of orders delivered within 7 days of application

• Average number of days to deliver orders to customers
• Average elapsed clock hours to resolve reported faults on services
• Number of reported faults per 1000 subscriber lines
• Broadband Delivered Speed

3. Call Center

• Average queue time (seconds) customer spends waiting once he/she made the IVR choice to
speak to an agent until being connected to an agent
Fixed Net Based Voice Services
 Fixed Net Voice Services
% of orders delivered within 7 days of application

Q1 Q2 Q3 Q4
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Etisalat 99.56% 98.57% 99.07% 98.81% 98.25% 99.07% 99.36% 99.33% 98.84% 98.71% 99.22% 99.69%

du 99.42% 98.50% 99.24% 99.42% 99.27% 98.92% 98.82% 99.30% 99.03% 99.70% 98.85% 99.79%

100%
99%
98%
97%
96%
95%
94%
du
du

du

du

du

du

du

du

du

du

du

du
Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Q1 Q2 Q3 Q4

5
 Fixed Net Voice Services
Average number of days to deliver orders to customers

Q1 Q2 Q3 Q4
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Etisalat 1.31 1.62 1.53 1.93 1.66 1.71 1.27 1.40 1.65 1.73 1.48 1.28

du 0.35 0.55 0.38 0.46 0.38 0.77 0.50 0.39 0.36 0.34 0.80 0.25

2.0 1.93
1.8 1.71 1.73
1.62 1.66 1.65
1.6 1.53 1.48
1.40
1.4 1.31 1.27 1.28
1.2
1.0
# of days

0.77 0.8
0.8
0.55 0.50
0.6 0.46
0.35 0.38 0.38 0.39 0.36 0.34
0.4 0.25
0.2
0.0

Etisalat
du

du

du

du

du

du

du

du

du

du

du

du
Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Q1 Q2 Q3 Q4
 Fixed Net Voice Services
Average elapsed clock hours to resolve reported faults on services
Number of reported faults per 1000 subscriber lines

Etisalat
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Average elapsed clock hours to resolve reported faults on services 10.04 8.92 11.51 8.51 8.84 8.06 7.33 9.92 5.73 8.17 9.45 8.49
Number of reported faults per 1000 subscriber lines 9.06 8.28 10.18 7.00 7.08 6.23 6.34 7.01 6.36 6.68 6.47 6.61

du
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Average elapsed clock hours to resolve reported faults on services 18.10 22.52 17.66 15.58 11.48 11.82 11.67 13.96 11.85 14.05 16.41 10.08
Number of reported faults per 1000 subscriber lines 10.28 10.12 10.77 9.65 9.70 10.14 8.41 8.78 7.66 10.28 9.48 9.06

25
22.52

20 18.10 17.66
16.41
15.58
15 13.96 14.05

11.51 11.48 11.82 11.67 11.85

10.04 9.92 10.08
8.92 9.45
10 8.51 8.84
8.06 8.17 8.49
7.33
5.73
5

0
Etisalat du Etisalat du Etisalat du Etisalat du Etisalat du Etisalat du Etisalat du Etisalat du Etisalat du Etisalat du Etisalat du Etisalat du
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Q1 Q2 Q3 Q4
Average elapsed clock hours to resolve reported faults on services Number of reported faults per 1000 subscriber lines
Broadband Internet Services
 Broadband Internet Services
% of orders delivered within 7 days of application

Q1 Q2 Q3 Q4
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Etisalat 99.48% 98.50% 99.03% 98.82% 99.11% 99.17% 99.34% 99.43% 99.16% 99.18% 99.22% 99.70%

du 99.45% 98.41% 99.15% 99.27% 99.46% 98.78% 98.71% 99.36% 98.95% 99.67% 98.76% 99.80%

100.00% 99.80%
99.67% 99.70%
99.46% 99.43%
99.50% 99.48% 99.34%
99.45% 99.27% 99.36% 99.22%
99.15% 99.11% 99.17% 99.16% 99.18%
99.03% 98.95%
99.00% 98.82% 98.78% 98.76%
98.71%
98.50%
98.50% 98.41%

98.00%

97.50%
Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat
du

du

du

du

du

du

du

du

du

du

du

du
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Q1 Q2 Q3 Q4

9
 Broadband Internet Services
Average number of days to deliver orders to customers

Q1 Q2 Q3 Q4
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Etisalat 1.35 1.66 1.56 1.94 1.55 1.74 1.31 1.41 1.61 1.66 1.54 1.32

du 0.24 0.53 0.37 0.45 0.30 0.80 0.48 0.29 0.37 0.35 0.86 0.26

1.94
2.00 1.74
1.66 1.61 1.66
1.56 1.55 1.54
1.35 1.41
1.31 1.32

1.00 0.80 0.86

0.53 0.48
0.45
0.37 0.30 0.37 0.35
0.24 0.29 0.26

0.00
du

du

du

du

du

du

du

du

du

du

du

du
Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Q1 Q2 Q3 Q4
 Broadband Internet Services
Average elapsed clock hours to resolve reported faults on services
Number of reported faults per 1000 subscriber lines

Etisalat
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Average elapsed clock hours to resolve reported faults
9.24 8.96 10.40 8.02 8.05 8.10 6.48 9.86 4.90 7.27 9.32 8.65
on services

Number of reported faults per 1000 subscriber lines 37.59 36.96 41.83 33.98 37.65 33.28 35.24 37.98 38.85 37.34 35.20 34.74

du
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Average elapsed clock hours to resolve reported faults
20.6 26.8 20.4 14.34 11.99 14.42 13.61 17.02 14.83 15.22 13.55 11.42
on services

Number of reported faults per 1000 subscriber lines 29.1 34.0 34.0 27.62 28.78 27.09 26.77 28.79 27.84 34.70 32.62 33.58

45
40
35
30
25
20
15
10
5
Etisalat

du

Etisalat

du

Etisalat

du

Etisalat

du

Etisalat

du

Etisalat

du

Etisalat

du

Etisalat

du

Etisalat

du

Etisalat

du

Etisalat

du

Etisalat

du
0

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Q1 Q2 Q3 Q4

Average elapsed clock hours to resolve reported faults on services Number of reported faults per 1000 subscriber lines
 Broadband Internet Services (Etisalat)
Ratio of Broadband Delivered Speed

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Low speed category (1Mbps)
1.0046 1.0021 1.0014 1.1026 1.0990 1.0908 1.0908 1.9904 1.1026 1.1026 1.0143 0.9990
Reported Speed in Mbps
High speed category (10Mbps)
10.0377 10.4026 10.0818 11.3281 11.4112 11.4476 11.1493 11.3525 11.3611 11.3611 10.6013 10.2615
Reported Speed in Mbps
High speed category (20Mbps)
21.5686 20.7667 21.6757 22.3907 23.2418 23.0632 23.0019 22.2491 22.1322 22.1322 20.8825 21.4712
Reported Speed in Mbps

25 23.24 23.06
21.68 22.39 23.00
21.57 22.25 22.13 22.13 21.47
20.77 20.88
20

15
11.33 11.41 11.45 11.15 11.35 11.36 11.36
10.04 10.40 10.60
10.08 10.26
10

5
1.99
1.00 1.00 1.00 1.10 1.10 1.09 1.09 1.10 1.10 1.01 1.00
0
Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16

Low speed category (1Mbps) Medium speed category (10Mbps) High speed category (20Mbps)
Reported Speed in Mbps Reported Speed in Mbps Reported Speed in Mbps
 Broadband Internet Services (Etisalat)
Lowest recorded download speed during peak hour/ subscribed (advertised)
speed (%)

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Lowest recorded download speed
during peak hour/ subscribed 100.457 100.214 100.142 110.260 109.900 109.080 109.076 109.900 110.264 110.264 101.43 99.9
(advertised) speed (%)

120.0000

110.0000

100.0000

90.0000

80.0000

70.0000

60.0000

50.0000

40.0000
Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16
 Broadband Internet Services (du)
Lowest delivered speed during peak hour as % of subscribed speed for Dubai
customers

Q1 Q2 Q3 Q4
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Lowest delivered speed during peak hour as %
of subscribed speed (512kbps) for Dubai 96.70% 96.90% 97.20% 96.80% 96.70% 96.70% 96.80% 96.75% 96.81% 96.78% 96.77% 96.79%
customers
Lowest delivered speed during peak hour as %
of subscribed speed (8Mbps) for Dubai 96.80% 96.95% 97.10% 96.90% 96.90% 96.98% 96.94% 96.95% 96.97% 96.96% 96.98% 96.96%
customers
Lowest delivered speed during peak hour as %
of subscribed speed (24Mbps) for Dubai 96.80% 96.97% 97.11% 97.20% 97.20% 97.13% 97.15% 97.18% 97.16% 97.23% 97.22% 97.22%
customers

97.30%
97.20%
97.10%
97.00%
96.90%
96.80%
96.70%
96.60%
96.50%
96.40%
du du du du du du du du du du du du

512kbps 8Mbps 24Mbps

Call Centre
 Call Centre
Average queue time (seconds) customer spends waiting once he/she made the
IVR choice to speak to an agent until being connected to an agent

Q1 Q2 Q3 Q4
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Etisalat 17 25 30 8 8 7 6 6 10 12 14 14
du 10 7 54 35 49 28 11 18 23 30 21 15

60 54
49
50

40 35
Seconds

30 30
28
30 25
23
21
17 18
20 14 14 15
11 12
10 10
7 8 8 7
10 6 6

0
Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat

Etisalat
du

du

du

du

du

du

du

du

du

du

du

du
Jan Feb Mar * Apr May Jun Jul Aug Sep Oct Nov Dec
Q1 Q2 Q3 Q4

* Enquiries on marketing campaign, data offers & service outage