kSIST-V ETSI/prEG 202 843 V1.1.1:2011
(Main)User Group - Quality of ICT Services - Definitions and Methods for Assessing the QoS parameters of the Customer Relationship Stages other than utilization
General Information
- Abstract
DEG/USER-00024
- Status
- Not Published
- Technical Committee
- I16 - ETSI Technical Committee
- Current Stage
- 5020 - Formal vote (FV) (Adopted Project)
- Start Date
- 19-Jan-2011
- Due Date
- 09-Mar-2011
- Completion Date
- 16-May-2011
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eg_202843v010101p - User Group; Quality of ICT Services; Definitions and Methods for Assessing the QoS parameters of the Customer Relationship Stages other than utilization
eg_202843v010117m - User Group; Quality of ICT Services; Definitions and Methods for Assessing the QoS parameters of the Customer Relationship Stages other than utilization
Overview
kSIST-V ETSI/prEG 202 843 V1.1.1:2011 is a European guide developed by SIST, based on ETSI EG 202 843, that provides standardized definitions and assessment methods for Quality of Service (QoS) parameters relating to various stages of the customer relationship in Information and Communication Technology (ICT) services, with the exception of the utilization phase. Rather than focusing on service performance during actual use, this standard addresses other crucial customer interactions such as information provision, contract establishment, service provisioning, alteration, and technical upgrades.
This document helps organizations adopt consistent quality measures for customer relationship management (CRM) within ICT services, thereby supporting improved service delivery and customer satisfaction.
Key Topics
Definitions of QoS Parameters: Identifies and defines a comprehensive set of QoS parameters that relate to each non-utilization stage of the ICT customer relationship journey.
Customer Relationship Stages covered:
- Preliminary information (PI) stage
- Contract establishment
- Service provisioning
- Service alteration
- Technical upgrade
Assessment Methods: Outlines objective methods for evaluating key parameters, including:
- Opinion ratings (OR)
- Time-based and percentage-based measures
- Use of diverse data sources (surveys, expert panels, provider data)
- Statistical treatment and reliability (e.g., sample sizes, confidence levels)
Result Presentation Guidelines: Recommendations on presenting findings include use of:
- Histograms
- Distribution functions
- Mean, median, quantiles
- Charts and summary ratings
Parameter Examples: For each stage, parameters such as integrity of provided information, transparency of pricing, response times, fulfillment and completeness rates, flexibility, user friendliness, and organizational efficiency are defined, along with their measurement approach.
Applications
Implementing this standard brings practical benefits for both ICT service providers and their customers by enhancing service quality management across the full customer journey. Typical applications include:
Benchmarking and Performance Monitoring: Providers can compare their customer service processes against industry standards for non-utilization stages, enabling more accurate benchmarking and continual improvement.
Regulatory Compliance: Helps meet regulatory or contractual requirements for transparency, fairness, and quality in customer-facing processes in the ICT sector.
Customer Experience Enhancement: By measuring non-utilization factors such as response times, contract flexibility, and user interface friendliness, organizations can target improvements that directly affect customer satisfaction and retention.
Process Optimization: Standardized metrics support streamlined workflow design for tasks like contract changes, service provisioning, or technical upgrades, leading to fewer errors and faster service responses.
Related Standards
Organizations may find it beneficial to use this standard alongside other relevant standards, such as:
- ETSI EG 202 009 - General guidelines for end-to-end quality management in telecommunications.
- ISO/IEC 20000 - International standard for IT service management.
- ETSI EG 202 843 - Parent ETSI guide for quality assessment across ICT customer relationship stages.
- ISO 9001 - Quality management systems – Requirements.
Ensuring alignment with these and similar standards can help organizations establish a comprehensive and robust quality management system for ICT services, fostering trust and satisfaction across all stages of the customer relationship.
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eg_202843v010101p - User Group; Quality of ICT Services; Definitions and Methods for Assessing the QoS parameters of the Customer Relationship Stages other than utilization
eg_202843v010117m - User Group; Quality of ICT Services; Definitions and Methods for Assessing the QoS parameters of the Customer Relationship Stages other than utilization
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Frequently Asked Questions
kSIST-V ETSI/prEG 202 843 V1.1.1:2011 is a standard published by the Slovenian Institute for Standardization (SIST). Its full title is "User Group - Quality of ICT Services - Definitions and Methods for Assessing the QoS parameters of the Customer Relationship Stages other than utilization". This standard covers: DEG/USER-00024
DEG/USER-00024
kSIST-V ETSI/prEG 202 843 V1.1.1:2011 is classified under the following ICS (International Classification for Standards) categories: 03.120.99 - Other standards related to quality; 35.240.01 - Application of information technology in general. The ICS classification helps identify the subject area and facilitates finding related standards.
kSIST-V ETSI/prEG 202 843 V1.1.1:2011 is available in PDF format for immediate download after purchase. The document can be added to your cart and obtained through the secure checkout process. Digital delivery ensures instant access to the complete standard document.
Standards Content (Sample)
Final draft ETSI EG 202 843 V1.1.1 (2011-01)
ETSI Guide
User Group;
Quality of ICT Services;
Definitions and Methods for Assessing the QoS parameters
of the Customer Relationship Stages other than utilization
2 Final draft ETSI EG 202 843 V1.1.1 (2011-01)
Reference
DEG/USER-00024
Keywords
QoS, user
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE
Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16
Siret N° 348 623 562 00017 - NAF 742 C
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° 7803/88
Important notice
Individual copies of the present document can be downloaded from:
http://www.etsi.org
The present document may be made available in more than one electronic version or in print. In any case of existing or
perceived difference in contents between such versions, the reference version is the Portable Document Format (PDF).
In case of dispute, the reference shall be the printing on ETSI printers of the PDF version kept on a specific network drive
within ETSI Secretariat.
Users of the present document should be aware that the document may be subject to revision or change of status.
Information on the current status of this and other ETSI documents is available at
http://portal.etsi.org/tb/status/status.asp
If you find errors in the present document, please send your comment to one of the following services:
http://portal.etsi.org/chaircor/ETSI_support.asp
Copyright Notification
No part may be reproduced except as authorized by written permission.
The copyright and the foregoing restriction extend to reproduction in all media.
© European Telecommunications Standards Institute 2010.
All rights reserved.
TM TM TM TM
DECT , PLUGTESTS , UMTS , TIPHON , the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered
for the benefit of its Members.
TM
3GPP is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners.
LTE™ is a Trade Mark of ETSI currently being registered
for the benefit of its Members and of the 3GPP Organizational Partners.
GSM® and the GSM logo are Trade Marks registered and owned by the GSM Association.
ETSI
3 Final draft ETSI EG 202 843 V1.1.1 (2011-01)
Contents
Intellectual Property Rights . 21
Foreword . 21
Introduction . 21
1 Scope . 23
2 References . 23
2.1 Normative references . 23
2.2 Informative references . 23
3 Definitions, symbols and abbreviations . 24
3.1 Definitions . 24
3.2 Symbols . 27
3.3 Abbreviations . 30
4 Common Basis for QoS parameter assessment . 30
4.1 Opinion Rating . 31
4.1.1 Definition of OR . 31
4.1.2 Example . 31
4.2 Selection of an appropriate data source . 32
4.2.1 Expert panel . 32
4.2.2 Customer survey . 33
4.2.3 Service provider data . 34
4.3 Samples sizes and examples . 34
4.3.1 Statistical considerations . 35
4.3.1.1 Low sample sizes . 35
4.3.1.2 Medium sample sizes . 36
4.3.1.3 Large sample sizes . 36
4.3.2 Mean value versus Median . 38
4.3.3 Confidence level . 39
4.3.4 Accuracy of indicators . 39
4.3.5 Observation period . 39
4.3.6 Selection of Panels . 39
4.3.7 Determination of boundary conditions prior to assessment of parameters . 40
4.4 Guidance on the presentation of the results . 40
4.4.1 Histogram . 40
4.4.2 Distribution Functions . 40
4.4.3 Mean value. 40
4.4.4 Quantile . 41
4.4.5 Chart . 41
4.4.6 Choice of the best suited presentations . 41
5 Parameter Definitions . 41
5.1 Customer Relationship Stage: Preliminary information (PI) . 41
5.1.1 P101: Integrity of PI [OR] . 42
5.1.1.1 Definition of Parameter . 42
5.1.1.1.1 Explanation on Parameter Definition . 42
5.1.1.2 Equation . 43
5.1.1.3 Measure . 43
5.1.2 P102: Pricing transparency [OR] . 43
5.1.2.1 Definition of Parameter . 43
5.1.2.1.1 Explanation on Parameter Definition . 43
5.1.2.2 Equation . 43
5.1.2.3 Measure . 43
5.1.3 P103: Availability of PI [%] . 44
5.1.3.1 Definition of Parameter . 44
5.1.3.1.1 Explanation on Parameter Definition . 44
5.1.3.2 Equation . 44
ETSI
4 Final draft ETSI EG 202 843 V1.1.1 (2011-01)
5.1.3.3 Measure . 44
5.1.4 P104: Response time for the provision of PI [Time] . 45
5.1.4.1 Definition of Parameter . 45
5.1.4.1.1 Explanation on Parameter Definition . 45
5.1.4.2 Equation . 45
5.1.4.3 Measure . 45
5.1.5 P105: Response time of the commercial desk [Time &%] . 45
5.1.6 P106: Overall rating of the responsiveness of the service desk [OR] . 45
5.1.7 P107: User friendliness of the Internet user interface [OR] . 46
5.1.8 P108: User friendliness of the service desk operators [OR] . 46
5.2 Customer Relationship Stage: Contract Establishment . 46
5.2.1 P201: Integrity of contract information [OR] . 47
5.2.1.1 Definition of Parameter . 47
5.2.1.1.1 Explanation on Parameter Definition . 47
5.2.1.2 Equation . 47
5.2.1.3 Measure . 48
5.2.2 P202: Compliance of contractual terms with PI [%] . 48
5.2.2.1 Definition of Parameter . 48
5.2.2.1.1 Explanation on Parameter Definition . 48
5.2.2.2 Equation . 48
5.2.2.3 Measure . 48
5.2.3 P203: Flexibility for customisation before contract [OR] . 48
5.2.3.1 Definition of Parameter . 48
5.2.3.1.1 Explanation on Parameter Definition . 49
5.2.3.2 Equation . 49
5.2.3.3 Measure . 49
5.2.4 P204: Ease and flexibility to amend terms after formal contract [OR] . 49
5.2.4.1 Definition of Parameter . 49
5.2.4.1.1 Explanation on Parameter Definition . 49
5.2.4.2 Equation . 49
5.2.4.3 Measure . 49
5.2.5 P205: Response time of the commercial desk [Time & %] . 49
5.2.6 P206: Delay to settle a contract [Time & %] . 50
5.2.7 P207: Delay for a contract acknowledgment [Time & %] . 50
5.2.8 P208: Overall rating of the responsiveness of the sales desk [OR]. 50
5.2.9 P209: Ease of the subscription process [OR] . 50
5.2.10 P210: Vendors empathy and responsiveness [OR] . 50
5.3 Customer Relationship Stage: Service provisioning . 50
5.3.1 P301: Meeting promised provisioning date [%] . 53
5.3.1.1 Definition of Parameter . 53
5.3.1.1.1 Explanation on Parameter Definition . 53
5.3.1.2 Equation . 53
5.3.1.3 Measure . 53
5.3.2 P302: Time for provisioning [Time] . 54
5.3.2.1 Definition of Parameter . 54
5.3.2.1.1 Explanation on Parameter Definition . 54
5.3.2.2 Equation . 54
5.3.2.3 Measure . 54
5.3.3 P303: Successful provisioning within specified period [%] . 54
5.3.3.1 Definition of Parameter . 54
5.3.3.1.1 Explanation on Parameter Definition . 54
5.3.3.2 Equation . 54
5.3.3.3 Measure . 55
5.3.4 P304: Contract cancelled due to non fulfilment [%] . 55
5.3.4.1 Definition of Parameter . 55
5.3.4.1.1 Explanation on Parameter Definition . 55
5.3.4.2 Equation . 55
5.3.4.3 Measure . 56
5.3.5 P305: Completeness of fulfilment of contractual specification in the provision of a service [%] . 56
5.3.5.1 Definition of Parameter . 56
5.3.5.1.1 Explanation on Parameter Definition . 56
5.3.5.2 Equation . 56
ETSI
5 Final draft ETSI EG 202 843 V1.1.1 (2011-01)
5.3.5.3 Measure . 56
5.3.6 P306: Punctuality of service provisioning [Time] . 56
5.3.6.1 Definition of Parameter . 56
5.3.6.1.1 Explanation on Parameter Definition . 56
5.3.6.2 Equation . 57
5.3.6.3 Measure . 57
5.3.7 P307: Punctuality of equipment delivery for service provisioning [Time] . 57
5.3.7.1 Definition of Parameter . 57
5.3.7.1.1 Explanation on Parameter Definition . 57
5.3.7.2 Equation . 57
5.3.7.3 Measure . 58
5.3.8 P308: Provisioning not complete and correct first time [%] . 58
5.3.8.1 Definition of Parameter . 58
5.3.8.1.1 Explanation on Parameter Definition . 58
5.3.8.2 Equation . 58
5.3.8.3 Measure . 58
5.3.9 P309: Provisioning time [Time & %] . 59
5.3.10 P310: Overall quality of the provisioning process including the reception desk [OR] . 59
5.3.11 P311: Provider ability to match the customer's wishes for conditions of achievement [OR] . 59
5.3.12 P312: User friendliness of the means available to the customer for the operations he has to perform
[OR] . 59
5.3.13 P313: Portage delay (when applicable) [Time & %] . 59
5.3.14 P314: Proportion of problems with number portability procedures [%] . 59
5.4 Customer Relationship Stage: Service alteration . 60
5.4.1 P401: Time for alteration [Time] . 61
5.4.1.1 Definition of Parameter . 61
5.4.1.1.1 Explanation on Parameter Definition . 61
5.4.1.2 Equation . 62
5.4.1.3 Measure . 62
5.4.2 P402: Successful service alteration within specified period [%] . 62
5.4.2.1 Definition of Parameter . 62
5.4.2.1.1 Explanation on Parameter Definition . 62
5.4.2.2 Equation . 62
5.4.2.3 Measure . 63
5.4.3 P403: Completeness of fulfilment of contractual specification in the alteration of a service [%] . 63
5.4.3.1 Definition of Parameter . 63
5.4.3.1.1 Explanation on Parameter Definition . 63
5.4.3.2 Equation . 63
5.4.3.3 Measure . 63
5.4.4 P404: Punctuality of appointments for service alteration [Time] . 63
5.4.4.1 Definition of Parameter . 63
5.4.4.1.1 Explanation on Parameter Definition . 64
5.4.4.2 Equation . 64
5.4.4.3 Measure . 64
5.4.5 P405: Punctuality of equipment delivery for service alteration [Time] . 64
5.4.5.1 Definition of Parameter . 64
5.4.5.1.1 Explanation on Parameter Definition . 64
5.4.5.2 Equation . 64
5.4.5.3 Measure . 65
5.4.6 P406: Service alteration not complete and correct first time [%] . 65
5.4.6.1 Definition of Parameter . 65
5.4.6.1.1 Explanation on Parameter Definition . 65
5.4.6.2 Equation . 65
5.4.6.3 Measure . 65
5.4.7 P407: Conformity and success of service alteration [%] . 65
5.4.7.1 Definition of Parameter . 65
5.4.7.1.1 Explanation on Parameter Definition . 66
5.4.7.2 Equation . 66
5.4.7.3 Measure . 66
5.4.8 P408: Technical reliability of service within an agreed period after alteration [%] . 66
5.4.8.1 Definition of Parameter . 66
5.4.8.1.1 Explanation on Parameter Definition . 66
ETSI
6 Final draft ETSI EG 202 843 V1.1.1 (2011-01)
5.4.8.2 Equation . 66
5.4.8.3 Measure . 66
5.4.9 P409: Response time of the alteration service [Time & %] . 67
5.4.10 P410: Overall quality of the alteration process [OR] . 67
5.4.11 P411: User friendliness of the means available to the customer for the operations he has to perform
[OR] . 67
5.4.12 P412: Organisational efficiency of service provider to carry out service alteration (SPO) [OR] . 67
5.4.12.1 Definition of Parameter . 67
5.4.12.1.1 Explanation on Parameter Definition . 67
5.4.12.2 Equation . 67
5.4.12.3 Measure . 67
5.5 Customer Relationship Stage: Technical upgrade . 68
5.5.1 P501: Time for technical upgrade of a service [Time]. 70
5.5.1.1 Definition of Parameter . 70
5.5.1.1.1 Explanation on Parameter Definition . 70
5.5.1.2 Equation . 70
5.5.1.3 Measure . 70
5.5.2 P502: Successful technical upgrade within a specified period [%] . 70
5.5.2.1 Definition of Parameter . 70
5.5.2.1.1 Explanation on Parameter Definition . 70
5.5.2.2 Equation . 71
5.5.2.3 Measure . 71
5.5.3 P503: Completeness of fulfilment of specification in the technical upgrade of a service [%] . 71
5.5.3.1 Definition of Parameter . 71
5.5.3.1.1 Explanation on Parameter Definition . 71
5.5.3.2 Equation . 71
5.5.3.3 Measure . 72
5.5.4 P504: Punctuality of appointments for technical upgrade [Time] . 72
5.5.4.1 Definition of Parameter . 72
5.5.4.1.1 Explanation on Parameter Definition . 72
5.5.4.2 Equation . 72
5.5.4.3 Measure . 72
5.5.5 P505: Outage time due to technical upgrade [Time]. 72
5.5.5.1 Definition of Parameter . 72
5.5.5.1.1 Explanation on Parameter Definition . 73
5.5.5.2 Equation . 73
5.5.5.3 Measure . 73
5.5.6 P506: Technical upgrade not complete and correct first time [%] . 73
5.5.6.1 Definition of Parameter . 73
5.5.6.1.1 Explanation on Parameter Definition . 73
5.5.6.2 Equation . 73
5.5.6.3 Measure . 74
5.5.7 P507: Conformity and success of technical upgrade [%] . 74
5.5.7.1 Definition of Parameter . 74
5.5.7.1.1 Explanation on Parameter Definition . 74
5.5.7.2 Equation . 74
5.5.7.3 Measure . 74
5.5.8 P508: Technical reliability of service within an agreed period after technical upgrade [%] . 74
5.5.8.1 Definition of Parameter . 74
5.5.8.1.1 Explanation on Parameter Definition . 74
5.5.8.2 Equation . 75
5.5.8.3 Measure . 75
5.5.9 P509: Overall quality of the technical upgrade process [OR] . 75
5.5.10 P510: Provider ability to match the customer's wishes for conditions of achievement [OR] . 75
5.5.11 P511: User friendliness of the means available to the customer for the operations he has to perform
[OR] . 75
5.5.12 P512: Organisational efficiency of SP to carry out technical upgrade (SPO) [OR]. 75
5.5.12.1 Definition of Parameter . 75
5.5.12.1.1 Explanation on Parameter Definition . 76
5.5.12.2 Equation . 76
5.5.12.3 Measure . 76
5.5.13 P513: Competence and preparedness of SP for technical upgrade (SPO) [OR] . 76
ETSI
7 Final draft ETSI EG 202 843 V1.1.1 (2011-01)
5.5.13.1 Definition of Parameter . 76
5.5.13.1.1 Explanation on Parameter Definition . 76
5.5.13.2 Equation . 76
5.5.13.3 Measure . 76
5.6 Customer Relationship Stage: Service Support . 76
5.6.1 Documentation . 77
5.6.1.1 P611: Documentation delivery time [Time] . 77
5.6.1.1.1 Definition of Parameter . 77
5.6.1.1.2 Equation. 77
5.6.1.1.3 Measure . 78
5.6.1.2 P612: Availability of documentation within specified period of time [%]. 78
5.6.1.2.1 Definition of Parameter . 78
5.6.1.2.2 Equation. 78
5.6.1.2.3 Measure . 78
5.6.1.3 P613: Integrity (correctness and completeness) of documentation [OR] . 79
5.6.1.3.1 Definition of Parameter . 79
5.6.1.3.2 Equation. 79
5.6.1.3.3 Measure . 79
5.6.1.4 P614: Modes of documentation [Number] . 79
5.6.1.4.1 Definition of Parameter . 79
5.6.1.4.2 Equation. 80
5.6.1.4.3 Measure . 80
5.6.1.5 P615: Legibility of documentation [OR]. 80
5.6.1.5.1 Definition of Parameter . 80
5.6.1.5.2 Equation. 80
5.6.1.5.3 Measure . 80
5.6.1.6 P616: Overall reliability of documentation services [OR] . 80
5.6.1.6.1 Definition of Parameter . 80
5.6.1.6.2 Equation. 81
5.6.1.6.3 Measure . 81
5.6.2 Technical support . 81
5.6.2.1 P621: Accessibility of the technical support [%] . 82
5.6.2.1.1 Definition of Parameter . 82
5.6.2.1.2 Equation. 82
5.6.2.1.3 Measure .
...
Final draft ETSI EG 202 843 V1.1.17 (2010-10)
ETSI Guide
User Group;
Quality of ICT Services;
Definitions and Methods for Assessing the QoS parameters
of the Customer Relationship Stages other than utilization
2 Final draft ETSI EG 202 843 V1.1.17 (2010-10)
Reference
DEG/USER-00024
Keywords
QoS, user
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE
Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16
Siret N° 348 623 562 00017 - NAF 742 C
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° 7803/88
Important notice
Individual copies of the present document can be downloaded from:
http://www.etsi.org
The present document may be made available in more than one electronic version or in print. In any case of existing or
perceived difference in contents between such versions, the reference version is the Portable Document Format (PDF).
In case of dispute, the reference shall be the printing on ETSI printers of the PDF version kept on a specific network drive
within ETSI Secretariat.
Users of the present document should be aware that the document may be subject to revision or change of status.
Information on the current status of this and other ETSI documents is available at
http://portal.etsi.org/tb/status/status.asp
If you find errors in the present document, please send your comment to one of the following services:
http://portal.etsi.org/chaircor/ETSI_support.asp
Copyright Notification
No part may be reproduced except as authorized by written permission.
The copyright and the foregoing restriction extend to reproduction in all media.
© European Telecommunications Standards Institute 2010.
All rights reserved.
TM TM TM TM
DECT , PLUGTESTS , UMTS , TIPHON , the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered
for the benefit of its Members.
TM
3GPP is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners.
LTE™ is a Trade Mark of ETSI currently being registered
for the benefit of its Members and of the 3GPP Organizational Partners.
GSM® and the GSM logo are Trade Marks registered and owned by the GSM Association.
ETSI
3 Final draft ETSI EG 202 843 V1.1.17 (2010-10)
Contents
Intellectual Property Rights . 21
Foreword . 21
Introduction . 21
1 Scope . 23
2 References . 23
2.1 Normative references . 23
2.2 Informative references . 23
3 Definitions, symbols and abbreviations . 24
3.1 Definitions . 24
3.2 Symbols . 27
3.3 Abbreviations . 30
4 Common Basis for QoS parameter assessment . 30
4.1 Opinion Rating . 31
4.1.1 Definition of OR . 31
4.1.2 Example . 31
4.2 Selection of an appropriate data source . 32
4.2.1 Expert panel . 32
4.2.2 Customer survey . 33
4.2.3 Service provider data . 34
4.3 Samples sizes and examples . 34
4.3.1 Statistical considerations . 35
4.3.1.1 Low sample sizes . 35
4.3.1.2 Medium sample sizes . 36
4.3.1.3 Large sample sizes . 36
4.3.2 Mean value versus Median . 38
4.3.3 Confidence level . 39
4.3.4 Accuracy of indicators . 39
4.3.5 Observation period . 39
4.3.6 Selection of Panels . 39
4.3.7 Determination of boundary conditions prior to assessment of parameters . 40
4.4 Guidance on the presentation of the results . 40
4.4.1 Histogram . 40
4.4.2 Distribution Functions . 40
4.4.3 Mean value. 40
4.4.4 Quantile . 41
4.4.5 Chart . 41
4.4.6 Choice of the best suited presentations . 41
5 Parameter Definitions . 41
5.1 Customer Relationship Stage: Preliminary information (PI) . 41
5.1.1 P101: Integrity of PI [OR] . 42
5.1.1.1 Definition of Parameter . 42
5.1.1.1.1 Explanation on Parameter Definition . 42
5.1.1.2 Equation . 43
5.1.1.3 Measure . 43
5.1.2 P102: Pricing transparency [OR] . 43
5.1.2.1 Definition of Parameter . 43
5.1.2.1.1 Explanation on Parameter Definition . 43
5.1.2.2 Equation . 43
5.1.2.3 Measure . 43
5.1.3 P103: Availability of PI [%] . 44
5.1.3.1 Definition of Parameter . 44
5.1.3.1.1 Explanation on Parameter Definition . 44
5.1.3.2 Equation . 44
ETSI
4 Final draft ETSI EG 202 843 V1.1.17 (2010-10)
5.1.3.3 Measure . 44
5.1.4 P104: Response time for the provision of PI [Time] . 45
5.1.4.1 Definition of Parameter . 45
5.1.4.1.1 Explanation on Parameter Definition . 45
5.1.4.2 Equation . 45
5.1.4.3 Measure . 45
5.1.5 P105: Response time of the commercial desk [Time &%] . 45
5.1.6 P106: Overall rating of the responsiveness of the service desk [OR] . 45
5.1.7 P107: User friendliness of the Internet user interface [OR] . 46
5.1.8 P108: User friendliness of the service desk operators [OR] . 46
5.2 Customer Relationship Stage: Contract Establishment . 46
5.2.1 P201: Integrity of contract information [OR] . 47
5.2.1.1 Definition of Parameter . 47
5.2.1.1.1 Explanation on Parameter Definition . 47
5.2.1.2 Equation . 48
5.2.1.3 Measure . 48
5.2.2 P202: Compliance of contractual terms with PI [%] . 48
5.2.2.1 Definition of Parameter . 48
5.2.2.1.1 Explanation on Parameter Definition . 48
5.2.2.2 Equation . 48
5.2.2.3 Measure . 48
5.2.3 P203: Flexibility for customisation before contract [OR] . 49
5.2.3.1 Definition of Parameter . 49
5.2.3.1.1 Explanation on Parameter Definition . 49
5.2.3.2 Equation . 49
5.2.3.3 Measure . 49
5.2.4 P204: Ease and flexibility to amend terms after formal contract [OR] . 49
5.2.4.1 Definition of Parameter . 49
5.2.4.1.1 Explanation on Parameter Definition . 49
5.2.4.2 Equation . 49
5.2.4.3 Measure . 50
5.2.5 P205: Response time of the commercial desk [Time & %] . 50
5.2.6 P206: Delay to settle a contract [Time & %] . 50
5.2.7 P207: Delay for a contract acknowledgment [Time & %] . 50
5.2.8 P208: Overall rating of the responsiveness of the sales desk [OR]. 50
5.2.9 P209: Ease of the subscription process [OR] . 50
5.2.10 P210: Vendors empathy and responsiveness [OR] . 50
5.3 Customer Relationship Stage: Service provisioning . 51
5.3.1 P301: Meeting promised provisioning date [%] . 53
5.3.1.1 Definition of Parameter . 53
5.3.1.1.1 Explanation on Parameter Definition . 53
5.3.1.2 Equation . 53
5.3.1.3 Measure . 53
5.3.2 P302: Time for provisioning [Time] . 54
5.3.2.1 Definition of Parameter . 54
5.3.2.1.1 Explanation on Parameter Definition . 54
5.3.2.2 Equation . 54
5.3.2.3 Measure . 54
5.3.3 P303: Successful provisioning within specified period [%] . 54
5.3.3.1 Definition of Parameter . 54
5.3.3.1.1 Explanation on Parameter Definition . 54
5.3.3.2 Equation . 55
5.3.3.3 Measure . 55
5.3.4 P304: Contract cancelled due to non fulfilment [%] . 55
5.3.4.1 Definition of Parameter . 55
5.3.4.1.1 Explanation on Parameter Definition . 55
5.3.4.2 Equation . 55
5.3.4.3 Measure . 56
5.3.5 P305: Completeness of fulfilment of contractual specification in the provision of a service [%] . 56
5.3.5.1 Definition of Parameter . 56
5.3.5.1.1 Explanation on Parameter Definition . 56
5.3.5.2 Equation . 56
ETSI
5 Final draft ETSI EG 202 843 V1.1.17 (2010-10)
5.3.5.3 Measure . 56
5.3.6 P306: Punctuality of service provisioning [Time] . 56
5.3.6.1 Definition of Parameter . 56
5.3.6.1.1 Explanation on Parameter Definition . 57
5.3.6.2 Equation . 57
5.3.6.3 Measure . 57
5.3.7 P307: Punctuality of equipment delivery for service provisioning [Time] . 57
5.3.7.1 Definition of Parameter . 57
5.3.7.1.1 Explanation on Parameter Definition . 57
5.3.7.2 Equation . 58
5.3.7.3 Measure . 58
5.3.8 P308: Provisioning not complete and correct first time [%] . 58
5.3.8.1 Definition of Parameter . 58
5.3.8.1.1 Explanation on Parameter Definition . 58
5.3.8.2 Equation . 58
5.3.8.3 Measure . 59
5.3.9 P309: Provisioning time [Time & %] . 59
5.3.10 P310: Overall quality of the provisioning process including the reception desk [OR] . 59
5.3.11 P311: Provider ability to match the customer's wishes for conditions of achievement [OR] . 59
5.3.12 P312: User friendliness of the means available to the customer for the operations he has to perform
[OR] . 59
5.3.13 P313: Portage delay (when applicable) [Time & %] . 59
5.3.14 P314: Proportion of problems with number portability procedures [%] . 59
5.4 Customer Relationship Stage: Service alteration . 60
5.4.1 P401: Time for alteration [Time] . 61
5.4.1.1 Definition of Parameter . 61
5.4.1.1.1 Explanation on Parameter Definition . 61
5.4.1.2 Equation . 62
5.4.1.3 Measure . 62
5.4.2 P402: Successful service alteration within specified period [%] . 62
5.4.2.1 Definition of Parameter . 62
5.4.2.1.1 Explanation on Parameter Definition . 62
5.4.2.2 Equation . 62
5.4.2.3 Measure . 63
5.4.3 P403: Completeness of fulfilment of contractual specification in the alteration of a service [%] . 63
5.4.3.1 Definition of Parameter . 63
5.4.3.1.1 Explanation on Parameter Definition . 63
5.4.3.2 Equation . 63
5.4.3.3 Measure . 63
5.4.4 P404: Punctuality of appointments for service alteration [Time] . 63
5.4.4.1 Definition of Parameter . 63
5.4.4.1.1 Explanation on Parameter Definition . 64
5.4.4.2 Equation . 64
5.4.4.3 Measure . 64
5.4.5 P405: Punctuality of equipment delivery for service alteration [Time] . 64
5.4.5.1 Definition of Parameter . 64
5.4.5.1.1 Explanation on Parameter Definition . 64
5.4.5.2 Equation . 64
5.4.5.3 Measure . 65
5.4.6 P406: Service alteration not complete and correct first time [%] . 65
5.4.6.1 Definition of Parameter . 65
5.4.6.1.1 Explanation on Parameter Definition . 65
5.4.6.2 Equation . 65
5.4.6.3 Measure . 65
5.4.7 P407: Conformity and success of service alteration [%] . 65
5.4.7.1 Definition of Parameter . 65
5.4.7.1.1 Explanation on Parameter Definition . 66
5.4.7.2 Equation . 66
5.4.7.3 Measure . 66
5.4.8 P408: Technical reliability of service within an agreed period after alteration [%] . 66
5.4.8.1 Definition of Parameter . 66
5.4.8.1.1 Explanation on Parameter Definition . 66
ETSI
6 Final draft ETSI EG 202 843 V1.1.17 (2010-10)
5.4.8.2 Equation . 66
5.4.8.3 Measure . 66
5.4.9 P409: Response time of the alteration service [Time & %] . 67
5.4.10 P410: Overall quality of the alteration process [OR] . 67
5.4.11 P411: User friendliness of the means available to the customer for the operations he has to perform
[OR] . 67
5.4.12 P412: Organisational efficiency of service provider to carry out service alteration (SPO) [OR] . 67
5.4.12.1 Definition of Parameter . 67
5.4.12.1.1 Explanation on Parameter Definition . 67
5.4.12.2 Equation . 67
5.4.12.3 Measure . 67
5.5 Customer Relationship Stage: Technical upgrade . 68
5.5.1 P501: Time for technical upgrade of a service [Time]. 70
5.5.1.1 Definition of Parameter . 70
5.5.1.1.1 Explanation on Parameter Definition . 70
5.5.1.2 Equation . 70
5.5.1.3 Measure . 70
5.5.2 P502: Successful technical upgrade within a specified period [%] . 70
5.5.2.1 Definition of Parameter . 70
5.5.2.1.1 Explanation on Parameter Definition . 70
5.5.2.2 Equation . 71
5.5.2.3 Measure . 71
5.5.3 P503: Completeness of fulfilment of specification in the technical upgrade of a service [%] . 71
5.5.3.1 Definition of Parameter . 71
5.5.3.1.1 Explanation on Parameter Definition . 71
5.5.3.2 Equation . 71
5.5.3.3 Measure . 72
5.5.4 P504: Punctuality of appointments for technical upgrade [Time] . 72
5.5.4.1 Definition of Parameter . 72
5.5.4.1.1 Explanation on Parameter Definition . 72
5.5.4.2 Equation . 72
5.5.4.3 Measure . 72
5.5.5 P505: Outage time due to technical upgrade [Time]. 72
5.5.5.1 Definition of Parameter . 72
5.5.5.1.1 Explanation on Parameter Definition . 73
5.5.5.2 Equation . 73
5.5.5.3 Measure . 73
5.5.6 P506: Technical upgrade not complete and correct first time [%] . 73
5.5.6.1 Definition of Parameter . 73
5.5.6.1.1 Explanation on Parameter Definition . 73
5.5.6.2 Equation . 73
5.5.6.3 Measure . 74
5.5.7 P507: Conformity and success of technical upgrade [%] . 74
5.5.7.1 Definition of Parameter . 74
5.5.7.1.1 Explanation on Parameter Definition . 74
5.5.7.2 Equation . 74
5.5.7.3 Measure . 74
5.5.8 P508: Technical reliability of service within an agreed period after technical upgrade [%] . 74
5.5.8.1 Definition of Parameter . 74
5.5.8.1.1 Explanation on Parameter Definition . 74
5.5.8.2 Equation . 75
5.5.8.3 Measure . 75
5.5.9 P509: Overall quality of the technical upgrade process [OR] . 75
5.5.10 P510: Provider ability to match the customer's wishes for conditions of achievement [OR] . 75
5.5.11 P511: User friendliness of the means available to the customer for the operations he has to perform
[OR] . 75
5.5.12 P512: Organisational efficiency of SP to carry out technical upgrade (SPO) [OR]. 75
5.5.12.1 Definition of Parameter . 75
5.5.12.1.1 Explanation on Parameter Definition . 76
5.5.12.2 Equation . 76
5.5.12.3 Measure . 76
5.5.13 P513: Competence and preparedness of SP for technical upgrade (SPO) [OR] . 76
ETSI
7 Final draft ETSI EG 202 843 V1.1.17 (2010-10)
5.5.13.1 Definition of Parameter . 76
5.5.13.1.1 Explanation on Parameter Definition . 76
5.5.13.2 Equation . 76
5.5.13.3 Measure . 76
5.6 Customer Relationship Stage: Service Support . 76
5.6.1 Documentation . 77
5.6.1.1 P611: Documentation delivery time [Time] . 77
5.6.1.1.1 Definition of Parameter . 77
5.6.1.1.2 Equation. 78
5.6.1.1.3 Measure . 78
5.6.1.2 P612: Availability of documentation within specified period of time [%]. 78
5.6.1.2.1 Definition of Parameter . 78
5.6.1.2.2 Equation. 78
5.6.1.2.3 Measure . 79
5.6.1.3 P613: Integrity (correctness and completeness) of documentation [OR] . 79
5.6.1.3.1 Definition of Parameter . 79
5.6.1.3.2 Equation. 79
5.6.1.3.3 Measure . 79
5.6.1.4 P614: Modes of documentation [Number] . 79
5.6.1.4.1 Definition of Parameter . 79
5.6.1.4.2 Equation. 80
5.6.1.4.3 Measure . 80
5.6.1.5 P615: Legibility of documentation [OR]. 80
5.6.1.5.1 Definition of Parameter . 80
5.6.1.5.2 Equation. 80
5.6.1.5.3 Measure . 80
5.6.1.6 P616: Overall reliability of documentation services [OR] . 81
5.6.1.6.1 Definition of Parameter . 81
5.6.1.6.2 Equation. 81
5.6.1.6.3 Measure . 81
5.6.2 Technical support . 81
5.6.2.1 P621: Accessibility of the technical support [%] . 82
5.6.2.1.1 Definition of Parameter . 82
5.6.2.1.2 Equation. 82
5.6.2.1.3 Measure .
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