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Indicators concerning quality of service

Information about the quality of the services

Pursuant to the BIPT decision of 15 July 2015 in application of article 113 of the law of 13 June 2005 on electronic communications, Proximus publishes the following indicators:

Fulfilment of agreed date for service provision

S1 2018 S2 2018 S1 2019
Television (% of orders) 95.67% 97.19% 96.85%
Fixed internet (% of orders) 95.55% 97.07% 96.79%
Fixed telephony (% of orders) 95.65% 97.16% 95.89%

Comments and clarifications:
The percentage of orders for television, fixed internet, fixed telephony installed at the date agreed upon between the two parties during the reference period.

Complaints about the functioning of the fixed installation

S1 2018 S2 2018 S1 2019
Television (% of orders) 1.85% 1.37% 1.16%
Fixed internet (% of orders) 1.85% 1.38% 1.17%
Fixed telephony (% of orders) 1.89% 1.49% 1.2%

Comments and clarifications:
Proportion of installations of television, fixed internet, fixed telephony for which the client reports a malfunction during the fourteen-day period following the installation. Cases in which the malfunction is entirely due to the equipment for which the client is responsible, may be excluded from this complaints percentage relating to the initial functioning of an installation.

Percentage of failures and malfunctions

S1 2018 S2 2018 S1 2019
Percentage of failure and malfunctions (% of lines) 4.97% 4.75% 5.65%

Comments and clarifications:
Proportion of access lines on which a failure or malfunction has been detected. The failures and malfunctions that are taken into account are those for which the operator is responsible, with the exception of problems that can be blamed on the client’s equipment and installation.

Repair time of failure or malfunction

S1 2018 S2 2018 S1 2019
Period for repairing defects and malfunctions in 80% cases (hours) 69.8 hours 74.4 hours 70.8 hours
Period for repairing defects and malfunctions in 95% cases (hours) 173.9 hours 174.1 hours 169 hours

Comments and clarifications:
Period between the moment the problem was validly reported by the client to his provider and the moment the service was completely repaired in 80% or 95% of the cases. The failures and malfunctions that are taken into account are those for which the operator is responsible, with the exception of problems that can be blamed on the client’s equipment and installation. This indicator does not take into account the opening hours of the technical helpdesk that may vary among operators.

Average response time customer service

S1 2018 S2 2018 S1 2019
Average response time (seconds) 54 sec. 81 sec. 43 sec.
Percentage of calls to customer service that are answered within 2 minutes (% of calls) 82.2% 75.3% 86.5%

Comments and clarifications:
Average time between the end of the welcome message and the contact with a human operator. The calls to the customer service that can be answered immediately by a computer are not taken into account.
Percentage of calls to customer service for which the average time between the end of the welcome message and the contact with a human operator is shorter than 2 minutes. The calls to the customer service that can be answered immediately by a computer are not taken into account.

Percentage of complaints resolved during the first contact with customer service

S1 2018 S2 2018 S1 2019
Customers who do not call within 14 days for a problem (% of calls) 75.5% 76.5% 71.7%

Comments and clarifications:
Percentage of problems submitted to the customer service following which the client is satisfied with the first contact. A problem submitted to the customer service is deemed to be solved to the customer’s satisfaction at the first contact if the same client does not call the service again within fourteen days maximum following the first contact.

Billing

S1 2018 S2 2018 S1 2019
Complaints about billing (% of invoices) 0.83% 0.80% 0.77%

Comments and clarifications:
Percentage of invoices for which such complaints have been validly introduced by the customer. The complaints to be taken into account to determine this quality indicator do not consider the validity of the customer’s protest, nor the dates on which the services have been consumed.

Coverage mobile network

Network S1 2018 S2 2018 S1 2019
2G (% of the territory)
3G (% of the territory) 99.84% 99.84%
4G (% of the territory) 99.99% 99.99%
2G (% of the population)
3G (% of the population) 100% 100%
4G (% of the population) 100% 100%

Comments and clarifications:
2G, 3G or 4G network coverage rates measured according to the method selected in the context of the Atlas project. This quality indicator relating to the mobile networks coverage is established by BIPT based on the coverage files provided by Proximus in the framework of the Atlas project.

Mobile calls interrupted or blocked

S1 2018 S2 2018 S1 2019
Percentage failure rate mobile 2G calls (% of calls) Very good (< 1 %) Very good (< 1 %) Very good (< 1 %)
Percentage blocking rate mobile 2G calls (% of calls) Very good (< 1 %) Very good (< 1 %) Very good (< 1 %)
Percentage failure rate mobile 3G calls (% of calls) Very good (< 1 %) Very good (< 1 %) Very good (< 1 %)
Percentage blocking rate mobile 3G calls (% of calls) Very good (< 1 %) Very good (< 1 %) Very good (< 1 %)

Comments and clarifications:
The percentage of ongoing telephone calls that were interrupted before the call was terminated on a normal way by the end user due to the network of the operator.
The percentage of unsuccessful attempts to set up telephone calls during the busy hour of the day.

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