TopComm – Background
To help consumers and businesses evaluate the performance of telecommunications service providers, TopComm (the Industry Forum), Ofcom and consumer organisations have drawn up a set of Quality of Service performance measures. QoS data is collected, audited and submitted for publication by TopComm, the Telecomms Industry Forum body, every 6 months.
Currently, TopComm QoS involves using quantitative measures to evaluate supplier performance in 5 key areas:
Ofcom - The UK regulator works closely with operators and Customer Service Providers (CSPs) to determine how best they can become part of the QoS process.
TopComm - TopComm is an independent body consisting of Telecom's Service Providers, consumer bodies and the Regulator who oversee the development and management of the whole QoS process. The Providers in TopComm also fund the administration of the process.
Comparability Review - The role of Comparability Review is to determine if QoS data collected from Suppliers has been generated in a comparable manner. This enables readers of the published statistics to be confident that a like-for-like comparison of the Operators Quality of Service Performance Statistics has been made.
Publication of QoS Statistics - The QoS publication process is currently managed by Unitech who also maintain the QoS Website on behalf of TopComm. Separate statistics are published for residential and business services.
"Customers may buy on price - but they stay on service."
QoS is all about customer service. The measures explore what it's like to be one of your customers:
To help consumers and businesses evaluate the performance of telecommunications service providers, TopComm (the Industry Forum), Ofcom and consumer organisations have drawn up a set of Quality of Service performance measures. QoS data is collected, audited and submitted for publication by TopComm, the Telecomms Industry Forum body, every 6 months.
Currently, TopComm QoS involves using quantitative measures to evaluate supplier performance in 5 key areas:
- Service Provision
- End user Reported Faults
- Fault Repairs (Service Restoration)
- Complaint Handling
- Upheld Bill Inaccuracy Complaints
Ofcom - The UK regulator works closely with operators and Customer Service Providers (CSPs) to determine how best they can become part of the QoS process.
TopComm - TopComm is an independent body consisting of Telecom's Service Providers, consumer bodies and the Regulator who oversee the development and management of the whole QoS process. The Providers in TopComm also fund the administration of the process.
Comparability Review - The role of Comparability Review is to determine if QoS data collected from Suppliers has been generated in a comparable manner. This enables readers of the published statistics to be confident that a like-for-like comparison of the Operators Quality of Service Performance Statistics has been made.
Publication of QoS Statistics - The QoS publication process is currently managed by Unitech who also maintain the QoS Website on behalf of TopComm. Separate statistics are published for residential and business services.
"Customers may buy on price - but they stay on service."
QoS is all about customer service. The measures explore what it's like to be one of your customers:
- "Will they deliver on time?"
- "Is it reliable?"
- "If I'm not happy - how will they treat me?"
- "Can I trust their bills?"