Quality Of Service Indicators 2020

General Key Performance Indicators

1st Quarter :

KPI name

Measurement
Unit

CITC Targeted Value

Service Providers Results

1st Quarter

STC

Mobily

Zain

Atheeb

ITC

Virgin

Lebera

Supply Time (Completion of the fastest 90% of orders)

Day

7 days

1.1

1.2

N/A

0.3

1.13

N/A

Fault Rate (percentage of fault report per fixed access line)

Percentage %

<5%

5.00%

4.50%

N/A

4.80%

3.22%

N/A

Fault Repair Time (reparing of the fastest 90% valid faults on fixed access lines)

Hour

Within 24 hours

19.84

24.3

N/A

78.5

35.15

N/A

Response Time for reply to requests (time to respond to the fastest 85% of requests received through voice calls)
Reply to Requests

Second

Within 60 seconds

2nd Quarter:

KPI name

Measurement
Unit

CITC Targeted Value

Service Providers Results

2nd Quarter

STC

Mobily

Zain

Atheeb

ITC

Virgin

Lebera

Supply Time (Completion of the fastest 90% of orders)

Day

7 days

1.1

1.65

N/A

0.105

0.95

N/A

Fault Rate (percentage of fault report per fixed access line)

Percentage %

<5%

5.16%

5.1%

N/A

3.87%

3.43%

N/A

Fault Repair Time (reparing of the fastest 90% valid faults on fixed access lines)

Hour

Within 24 hours

19.43

24.3

N/A

78.5

35.15

N/A

Response Time for reply to requests (time to respond to the fastest 85% of requests received through voice calls)
Reply to Requests

Second

Within 60 seconds

3rd Quarter

KPI name

Measurement
Unit

CITC Targeted Value

Service Providers Results

3rd Quarter

STC

Mobily

Zain

Atheeb

ITC

Virgin

Lebera

Supply Time (Completion of the fastest 90% of orders)

Day

7 days

0.7

1.23

N/A

0.7

1.54

N/A

Fault Rate (percentage of fault report per fixed access line)

Percentage %

<5%

5.21%

4.94%

N/A

2.23%

3.28%

N/A

Fault Repair Time (reparing of the fastest 90% valid faults on fixed access lines)

Hour

Within 24 hours

19.57

21.3

N/A

51.75

18.5

N/A

Response Time for reply to requests (time to respond to the fastest 85% of requests received through voice calls)
Reply to Requests

Second

Within 60 seconds

10.3

4th Quarter

KPI name

Measurement
Unit

CITC Targeted Value

Service Providers Results

4th Quarter

STC

Mobily

Zain

Atheeb

ITC

Virgin

Lebera

Supply Time (Completion of the fastest 90% of orders)

Day

7 days

0.9

0.89

N/A

0.12

1.57

N/A

Fault Rate (percentage of fault report per fixed access line)

Percentage %

<5%

4.49%

4.7%

N/A

3.66%

N/A

Fault Repair Time (reparing of the fastest 90% valid faults on fixed access lines)

Hour

Within 24 hours

17.05

N/A

119.75

25.5

N/A

Response Time for reply to requests (time to respond to the fastest 85% of requests received through voice calls)
Reply to Requests

Second

Within 60 seconds

Key Performance Indicators Applied on Mobile Networks

1st Quarter :

KPI name

Measurement
Unit

CITC Targeted Value

Service Providers Results

1st Quarter

STC

Mobily

Zain

Unsuccessful Call Ratio

Percentage %

<1%

0.26%

0.58%

0.46%

Dropped Call Ratio

Percentage %

<1%

0.31%

0.32%

0.29%

The time which the fastest 95% of calls are set-up

Second

<10 seconds

4.66

6.1

4.97

The time which the fastest 99% of calls are set-up

Second

<13 seconds

4.96

6.1

5.41

2nd Quarter:

KPI name

Measurement
Unit

CITC Targeted Value

Service Providers Results

2nd Quarter

STC

Mobily

Zain

Unsuccessful Call Ratio

Percentage %

<1%

0.23%

0.57%

0.40%

Dropped Call Ratio

Percentage %

<1%

0.30%

0.34%

0.31%

The time which the fastest 95% of calls are set-up

Second

<10 seconds

4.81

4.82

The time which the fastest 99% of calls are set-up

Second

<13 seconds

5.09

6.1

5.25

3rd Quarter

KPI name

Measurement
Unit

CITC Targeted Value

Service Providers Results

3rd Quarter

STC

Mobily

Zain

Unsuccessful Call Ratio

Percentage %

<1%

0.22%

0.53%

0.41%

Dropped Call Ratio

Percentage %

<1%

0.30%

0.34%

0.31%

The time which the fastest 95% of calls are set-up

Second

<10 seconds

4.51

5.9

5.03

The time which the fastest 99% of calls are set-up

Second

<13 seconds

4.73

5.46

4th Quarter

KPI name

Measurement
Unit

CITC Targeted Value

Service Providers Results

4th Quarter

STC

Mobily

Zain

Unsuccessful Call Ratio

Percentage %

<1%

0.21%

0.52%

Dropped Call Ratio

Percentage %

<1%

0.29%

0.33%

0.32%

The time which the fastest 95% of calls are set-up

Second

<10 seconds

4.34

5.9

5.05

The time which the fastest 99% of calls are set-up

Second

<13 seconds

4.53

5.9

5.49

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