Quality indicators


BIPT published a mobile and fixed networks coverage atlas at the end of 2015, beginning of 2016. These maps, which are published and regularly updated, enable the consumers and public authorities to monitor the network availability in Belgium.

As for the quality of service, BIPT has published a barometer composed of different indicators relating to the performance of various providers.

The tool gives consumers information on connection and installation times, repair of failures and malfunctions, the number of billing complaints, the quality of mobile telephony services and the efficiency of customers support services. By comparing these values, the consumers are able to evaluate the performance of the different providers and to get an idea of the quality of service they offer. 


 
 

The BIPT Council Decision of 15 July 2015 regarding the quality of service indicators obliges the operators to measure 9 indicators selected for their relevance. Only the measurements of the quality indicators of operators who have at least 40,000 residential customers for the services in question are presented in the barometer.

The indicators regarding the blocking rate and the dropped call rate are displayed in the form of color codes on a separate page.

The measurement of the quality of service illustrated in the barometer is framed by the quality of service indicators standardised by ETSI, as defined in the BIPT Decision and measured according to a common frame of reference. The measurement of the indicators may however produce results that are hard to compare among operators, simply because of reasons of different organisation, working methods and information systems or because there is a human factor involved in the qualification of the calls by the customer services agents. In spite the fact that a common reference frame is applied, even if the comparison of these indicators is relevant for a given operator at a given time, it can be more delicate to compare certain indicators between different operators. Throughout the validation process BIPT made every effort to avoid sources of differences to maximise the comparability of the indicators among operators.

By publishing this barometer of the quality of service BIPT wishes to increase transparency by giving the consumers objective information on the possibilities and promises offered by the providers of electronic communications services.