Electronic and Postal Communications (Quality of Service)
G.N. No. 416 (contd)
(A constant IVR notice of credit
expiry remains ON during this
period, after which the service
provider is at liberty to allow
/disallow outgoing calls until debt
is settled).
Susbcription services, such as
VAS SMS
Stoppage of charging after service
expiry (such as games, votes, and
lotteries);
Immediately (system
automated)
Information
unsubscribing.
SMS [just after
registration/subscribin
g]
on
service
(subscribers should appropriately
be informed on ways to
unsubscribe from a service)
8
Measurement should base on
Quality of Experience (QoE) on
service provision
Customer Perception of Service
% of customers satisfied with the
provision of service
% of customers satisfied with the
billing performance
% of customers satisfied with
help services
% of customers satisfied with
network performance, reliability
and availability
16
>95
>90
>90
>95