EETT Consultation on Quality Indicators for Electronic Communications Services

A directive on Electronic Communication Services Quality Indicators was issued on 13th of May by EETT. Operators will be required to monitor a series of quality indicators and publish them on their web sites respectively. To assist end-customers in service quality comparison among various providers the results from all providers will be publish on EETT’s web site too.

Although directive is not yet available (to learn more about e.g. reporting intervals, measuring methodology etc.) here’s the press release and the consultation text.

The first reports are expected in July. I look forward to see how the results will be reported by the providers, since it is well understood that the matter is very delicate: service quality is a providers’ (probably greatest) competitive advantage (or disadvantage).

Quality issues in telecommunication services (especially in fixed telephony & broadband networks) is something that has been repeatedly commented by social groups and consumers associations – with helpdesk efficiency and service coverage scoring in the highest ranks. Therefore, publishing service quality indicators, if handled carefully, will certainly assist in better informed consumer’s decisions and will enhance competition amongst providers.

In my view, quality reporting should be included in the regular reporting of EETT and Observatory. Tracking historical quality levels by providers will help understand how customer decisions are affected by service quality, a possibility that we currently do not have.