Quality Of Service Indicators 2021

General Key Performance Indicators

1st Quarter :

KPI name

Measurement
Unit

CITC Targeted Value

Service Providers Results

1st Quarter

STC

Mobily

Zain

Atheeb

Salam

Virgin

Lebera

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

Day

7 days

0.7

0.87

N/A

0.44

1.3

N/A

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

Percentage %

<5%

4.63%

4.78%

N/A

2.00%

3.79%

N/A

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

Hour

Within 24 hours

17.5

23.3

N/A

187.95

10.98

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

Salam

Virgin

Lebera

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

Day

7 days

0.9

N/A

0.35

0.72

N/A

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

Percentage %

<5%

4.28%

5.03%

N/A

2.02%

3.21%

N/A

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

Hour

Within 24 hours

18.16

23.5

N/A

138.5

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

3rd Quarter:

KPI name

Measurement
Unit

CITC Targeted Value

Service Providers Results

3rd Quarter

STC

Mobily

Zain

Atheeb

Salam

Virgin

Lebera

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

Day

7 days

0.8

1.38

N/A

17.50

0.47

N/A

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

Percentage %

<5%

4.48%

N/A

2.95%

N/A

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

Hour

Within 24 hours

20.11

21.3

N/A

51.45

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

4.17

4th Quarter :

KPI name

Measurement
Unit

CITC Targeted Value

Service Providers Results

4th Quarter

STC

Mobily

Zain

Atheeb

Salam

Virgin

Lebera

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

Day

7 days

0.7

1.18

N/A

5.83

0.46

N/A

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

Percentage %

<5%

3.61%

4.20%

N/A

2.61%

N/A

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

Hour

Within 24 hours

17.56

37.6

N/A

56.65

14.13

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

13.66

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%

0.20%

0.51%

0.40%

Dropped Call Ratio

Percentage %

<1%

0.28%

0.33%

0.30%

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

Second

<10 seconds

4.47

5.9

4.97

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

Second

<13 seconds

4.68

5.9

5.2

2nd Quarter :

KPI name

Measurement
Unit

CITC Targeted Value

Service Providers Results

2nd Quarter

STC

Mobily

Zain

Unsuccessful Call Ratio

Percentage %

<1%

0.18%

0.83%

0.30%

Dropped Call Ratio

Percentage %

<1%

0.25%

0.32%

0.36%

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

Second

<10 seconds

4.46

6.10

5.02

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

Second

<13 seconds

4.66

6.20

5.47

3rd Quarter :

KPI name

Measurement
Unit

CITC Targeted Value

Service Providers Results

3rd Quarter

STC

Mobily

Zain

Unsuccessful Call Ratio

Percentage %

<1%

0.16%

0.81%

0.52%

Dropped Call Ratio

Percentage %

<1%

0.25%

0.35%

0.34%

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

Second

<10 seconds

4.54

6.1

5.17

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

Second

<13 seconds

4.72

6.2

5.61

4th Quarter:

KPI name

Measurement
Unit

CITC Targeted Value

Service Providers Results

4th Quarter

STC

Mobily

Zain

Unsuccessful Call Ratio

Percentage %

<1%

0.17%

0.67%

0.37%

Dropped Call Ratio

Percentage %

<1%

0.26%

0.33%

0.27%

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

Second

<10 seconds

4.52

6.1

4.75

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

Second

<13 seconds

4.70

6.10

5.14

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