Quality Surveys

Namaste!

There was interesting news last Thursday when NTA published their annual quality survey. It was nicely quoted in main news papers, hope many of you had change to read the articles. As expected, Ncell was getting best scores but still, we have room to improve. There was also lively and good discussion at the press conference of NTA about the different approaches to the quality issue. NTA had actually made two surveys, one or the network quality and the other one for the perceived quality by subscribers. We did challenge both of them as we do our quarterly measurements with best available tools and sample, and the one by NTA was conducted with very little sample with normal handsets and furthermore,  it is made in August-September last year. We have been improving our quality month by month and we do actually meet NTA’s benchmark criteria already. In spite of continuous drive tests, the best test for local household level network quality is your assessment. To get your feedback easier to our processes, we have new email address for your perusal: emailus@ncell.com.np. Naturally, when we face the load shedding of 11 hours a day, 95% of quality failures are caused by power and right address for most of the feedback should be Nepal Electric AuthorityJ

As You as our customer are our most powerful authority and we constantly work to improve our quality for you, I’d also like to share with you the response that we gave to NTA. Please:

Subject: Response to the letter ref. no. 1928 regarding QOS survey  report

Regarding the annual survey for the customer perception about the NTA is really welcomed by Ncell, we are highly committed for the top customer experience.

At the same time we do not agree with the outcomes which has been concluded after the survey. We are very much open to NTA about the quality reports and we are sending them to NTA every quarter. Ncell is doing the survey among the entire network of 7 million customers, by using the highly sophisticated tools. In most of the cases, we have been above the benchmark level, which is completely contradictory with the NTA survey report. We have the saved log files and we welcome NTA expert for validation.

Hence we would like to request to have a look on following comments:

1. Ncell has disagreement on the process of making the NTA quality assessment.
1. Definition of range (it doesn’t show the differentiation of network quality with operators).
2. Does it meet the standard of measuring quality or quality assessment? For us, the method does not full fill good quality standards.
3. How about the quality of data and data validation? It should be transparent and available to all parties for validation.
2. NTA should differentiate between Network performance and customer experience measurement for Network Quality.  Having customer survey is not a valid quality measurement but rather an opinion survey. We have achieved all the Network Performance KPIs set by the NTA except POI congestion.
3. Ncell agrees with some survey data but not with all of it. (e.g it seems other operators’’ Call Set Up Success Rate is very much different when compared with our quarterly benchmarking result)
4. Ncell has defined the quality management process :
1. Daily Network Performance Monitoring using PMS (Results are  above the quality target except POI KPIs)
2. Daily calls testing using SIGOSS system. (Results are fine).
3. Quarterly Benchmarking which is real customer experience measurement in 8 cities and 3 main highways
4. Six Sigma KPIs being improved a lot and continuous improvement projects are being implemented. In November 2011, we reached one of the best network KPIs at TeliaSonera Group benchmarking with 20 different operators. So called DPMO (Defects Per Million Calls was at level of 7000 which is a standard in Nordic countries like Sweden and Finland.
5. We are open to share the quality status we are getting from the system and the process that we are following to maintain and improve quality in the network.

Summary about billing performance:

1.      Subscriber growth of Ncell proves that customers are satisfied with our service.

2. Questionnaires itself is not sufficient to collect proper information which would indicate the valid billing performance. It should be separate questionnaires for pre paid and post paid subscriber. Most of your questions suits only for post paid customers.
3. As per the survey report, there is the performance level below the 50% whereas it is 85% in Biratnagar. So it is contradictory itself because we have a common billing system for entire Nepal.
4. Approx we get 1M subscribers queries a month, out of which only 0.00006% is related with the billing.

Sincerely,

Pasi Koistinen
President and CEO

Ncell

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