3RD QUARTER 2019 QUALITY OF SERVICE SURVEY RESULTS

In 3rd quarter of 2019, Pakistan Telecommunication Authority (PTA) has conducted Quality
of Service (QoS) surveys jointly with Cellular Mobile Operators (CMOs) in four (04) cities of
Punjab, Khyber Pakhtunkhwa and Gilgit Baltistan. The names of these cities are:

S/No City S/No City

1 Gilgit 3 Kohat
2 Skardu 4 Khanewal

DATA – KEY PERFORMANCE INDICATORS

Data KPIs. The performance of data services of CMOs has been checked by measuring User Data
Throughput and Signal Strength Key Performance Indicators (KPIs).

User Data Throughput This KPI defines user data rate (Internet speed) to be provided by
Next Generation Mobile Services (NGMS) operators to mobile users across the coverage
areas. The data throughput results of all NGMS licensees are as under:
User Data Throughput (3G) (Threshold: > 256 kbps)
Jazz Telenor Ufone Zong

6000
5000 4389.90 4587.45
256 kbps
3904.45
4000
kbps

2894.50
3000
2000
1000
0
Jazz Telenor Ufone Zong
User data “throughput” of 3G services found higher than the benchmark value of 256Kbps

User Data Throughput (4G) (Threshold: > 2Mbps)

Jazz Telenor Zong

25 21.99
20
Mbps

15
2Mbps
10
4.41 5.20
5
0
Jazz Telenor Zong
User data “throughput” of 4G services found higher than the benchmark value of 2Mpbs

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SIGNAL STRENGTH. This KPI defines Received Signal Code Power (RSCP) for 3G and
Reference Signal Receive Power (RSRP) for 4G and denotes the power measured by a
receiver on a particular physical communication channel. It is used as an indication
of signal strength, as a handover criterion, in downlink power control, and to calculate path
loss”. The Signal Strength for NGMS licensees are as under:

Signal Strength (RSCP) - 3G (Threshold: ≥ -100dBm)

Jazz Telenor Ufone Zong

Jazz Telenor Ufone Zong

-50

-60
dBm

-70
-69.45 -69.15

-80 -75.52
-78.95
-100 dBm
-90

-100

Signal Strength (RSCP) of 3G network has been observed greater than -100dBm threshold value

Signal Strength (RSRP) - 4G (Threshold: ≥ -100dBm)

Jazz Telenor Zong
Jazz Telenor Zong
-50

-60

-70
dBm

-80

-83.08
-90 -86.74 -85.99
-100dBm

-100

Signal Strength (RSRP) of 4G network has been observed greater than -100dBm threshold value

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VOICE – KEY PERFORMANCE INDICATORS

Voice KPIs. The performance of voice services of CMOs has been checked by measuring Network
Down Time/Network Accessibility, Grade of Service, Service Accessibility, Call Connection Time,
Call Completion Ratio, End-to-End Speech Quality and Session Abnormal Release Rate Key
Performance Indicators (KPIs).

Network Accessibility. “The probability that mobile services are available to an end
customer by display of the network indicator on the mobile equipment”.

Network Accessibility (Threshold: > 99%)

Jazz Telenor Ufone Zong SCOM

100.00% 99.95% 100.00% 99.95% 100.00%

100.00%

99.50%
%age

99.00%

98.50% 99%

98.00%
Jazz Telenor Ufone Zong SCOM
Network Accessibility is converse of Network Down Time and its value found greater than threshold value
of 99% of all the mobile operators

Grade of Service (GOS). “Grade of Service is probability that the end customer cannot access
the mobile services when requested if it is offered by display of the network indicator on
the mobile phone. In simple words, Grade of Service is Network Blocking”.

Grade of Service (Threshold: ≤ 2%)

Jazz Telenor Ufone Zong SCOM
2.00%

1.50% 2%
%age

1.00%

0.50%
0.25%
0.13% 0.00%
0.00% 0.00%
0.00%
Jazz Telenor Ufone Zong SCOM

All mobile operators are meeting the threshold value of Grade of Service

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Service Accessibility. “Service Accessibility is the probability that the user can access the
desired service. A given network accessibility is a precondition for this phase”.

Service Accessibility (Threshold: > 98%)

Jazz Telenor Ufone Zong SCOM
100.00% 100.00% 100.00%
100.00% 99.88%
99.75%

99.00%
98%
%age

98.00%

97.00%
Jazz Telenor Ufone Zong SCOM
All mobile operators are meeting the criteria of Service Accessibility

Call Connection Time. “Call Connection Time is the time between sending of complete call
initiation information by the caller and in return receipt of call setup notification. In simple
words, it is time between dialing a number and hearing ring-back tone”.

Call Connection Time (Threshold: ≤ 6.5 sec)

Jazz Telenor Ufone Zong SCOM

8.5 8.23
8 6.5 Sec
7.5 7.30
6.88
7
Seconds

6.5
6 5.88
5.5
5 4.80
4.5
4
Jazz Telenor Ufone Zong SCOM

Only Ufone and SCOM are following the benchmark of Call Connection Time of 6.5 seconds

Page 4 of 20
Call Completion Ratio. “Call Completion Ratio is the probability that a service, once obtained,
will continue to be provided under given conditions for a given time duration or until
deliberately terminated by either caller (A-party) or receiver (B-party). In simple words,
this KPI provides information about Call Drops”.

Call Completion Ratio (Threshold: > 98%)

Jazz Telenor Ufone Zong SCOM
100.00% 100.00%
100.00% 99.88%
99.75%
99.50%

99.00%

98%
%age

98.00%

97.00%
Jazz Telenor Ufone Zong SCOM

All mobile operators are meeting Call Completion Ratio threshold value of 98%

End-to-End Speech Quality. End-to-End Speech Quality is the degree of speech quality that
a listener perceives at the terminal/mobile with a talker at the other end. In simple words,
it provides information about clarity of voice.

End to End Speech Quality (Threshold: MOS > 3)

Jazz Telenor Ufone Zong SCOM

4.5

4
MOS

3.68 3.68 3.70

3.63
3.50
3.5
3

2.5
Jazz Telenor Ufone Zong SCOM

Mean Opinion Score (MOS) of all mobile operators found above the threshold value of 3

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Inter System Handover (ISHO) For Circuit Switched Voice. “Inter System Handover is the
measurement of successfulness of Handover in 3G/2G for Circuit Switched Voice.”

Inter System Handover of CS Voice (Threshold: > 98%)

Jazz Telenor Ufone Zong
100.00% 100.00% 100.00% 100.00%
100.00%

99.00%

98%
%age

98.00%

97.00%
Jazz Telenor Ufone Zong

Inter System Handover of CS Voice of all the mobile operators is above the threshold value of 98%

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SMS – KEY PERFORMANCE INDICATORS

SMS KPIs. The performance of SMS services of CMOs has been checked by measuring SMS Success
Rate and End-to-End SMS Delivery Time Key Performance Indicators (KPIs).

SMS Success Rate. SMS Success Rate is the probability that the short message is delivered
successfully, end-to-end when requested and display of the relevant information on the
mobile phone. It provides information about successful delivery of SMS.

SMS Success Rate (Threshold: > 99%)

Jazz Telenor Ufone Zong SCOM

100.00% 100.00% 100.00% 100.00% 100.00%

100.00%

99.00%

99%
%age

98.00%

97.00%

96.00%
Jazz Telenor Ufone Zong SCOM
SMS Success Rate for all CMOs is above the threshold value of 99%

End-to-End SMS Delivery Time. End-to-End SMS Delivery Time is the time between sending
a short message to a short message center and receiving the very same short message at
intended mobile phone (receiver). It provides average time taken for delivery of short
message from sender to recipient.

End to End SMS Delivery Time (Threshold: ≤ 12 Sec)

Jazz Telenor Ufone Zong SCOM
12.00

10.00
12 Sec
8.00
Seconds

5.78 5.35 5.80

6.00 4.83 5.03

4.00

2.00

0.00
Jazz Telenor Ufone Zong SCOM

All CMOs are meeting the threshold for End-to-End SMS Delivery Time of 12 Seconds

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 User Data Throughput (Threshold: > 256 kbps)
6000

5000 256 kbps

4000
Kbps

3000

2000

1000

0
Khanewal Kohat
Jazz 4283.20 4496.60
Telenor 5280.60 3894.30
Ufone 3527.00 2262.00
Zong 3430.30 4378.60

Page 8 of 20
 User Data Throughput (Threshold: > 2Mbps)

30

25 2Mbps

20
Mbps

15

10

0
Khanewal Kohat
Jazz 19.88 24.10
Telenor 4.95 3.87
Zong 5.55 4.86

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 Signal Strength RSCP– 3G (Threshold: ≥ -100dBm)
-100
-90
-80 -100dBm

-70
-60
dBm

-50
-40
-30
-20
-10
0
Khanewal Kohat
Jazz -74.55 -76.48
Telenor -82.36 -75.55
Ufone -76.80 -62.10
Zong -70.40 -67.90

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 Signal Strength RSRP– 4G (Threshold: ≥ -100dBm)

-100

-90 -100dBm

-80

-70

-60
dBm

-50

-40

-30

-20

-10

0
Khanewal Kohat
Jazz -84.21 -89.26
Telenor -87.92 -84.05
Zong -80.27 -85.89

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 Network Accessability (Threshold: >99%)
99%

100.00%

99.50%

99.00%
% age

98.50%

98.00%

97.50%

97.00%
Gilgit Khanewal Kohat Skardu
Jazz 100.00% 100.00% 100.00% 100.00%
SCOM 100.00% 100.00%
Telenor 100.00% 99.90% 99.90% 100.00%
Ufone 100.00% 100.00% 100.00% 100.00%
Zong 100.00% 99.80% 100.00% 100.00%

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 Grade of Service (Threshold: ≤ 2%)
2.00%

2%
1.50%
%age

1.00%

0.50%

0.00%
Gilgit Khanewal Kohat Skardu
Jazz 0.00 0.00 0.00 0.50
0.01
SCOM 0.00 0.00
Telenor 0.01
0.50 0.01
0.50 0.00 0.00
Ufone 0.00 0.00 0.00 0.00
Zong 0.00 0.00 0.00 0.00

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 Service Accessibility (Threshold: > 98%)
98%
100.00%

99.50%

99.00%
%age

98.50%

98.00%

97.50%

97.00%
Gilgit Khanewal Kohat Skardu
Jazz 100.00% 100.00% 100.00% 99.50%
SCOM 100.00% 100.00%
Telenor 99.50% 99.50% 100.00% 100.00%
Ufone 100.00% 100.00% 100.00% 100.00%
Zong 100.00% 100.00% 100.00% 100.00%

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 Call Connection Time (Threshold: ≤ 6.5 Sec)

13.00
6.5 Sec
12.00

11.00

10.00

9.00
Second

8.00

7.00

6.00

5.00

4.00

3.00
Gilgit Khanewal Kohat Skardu
Jazz 8.20 5.60 5.50 8.20
SCOM 3.50 6.10
Telenor 10.40 4.30 6.20 12.00
Ufone 6.40 4.80 5.10 7.20
Zong 8.30 5.40 6.00 9.50

Page 15 of 20
 Call Completion Ratio (Threshold: > 98%)
98%

100.00%

99.50%

99.00%
% age

98.50%

98.00%

97.50%

97.00%
Gilgit Khanewal Kohat Skardu
Jazz 100.00% 100.00% 99.50% 100.00%
SCOM 99.00% 100.00%
Telenor 100.00% 99.50% 100.00% 99.50%
Ufone 100.00% 100.00% 100.00% 100.00%
Zong 100.00% 100.00% 100.00% 100.00%

Page 16 of 20
 Mean Opinion Score (Threshold: >3)

4.50
3.00

4.00

3.50
MOS

3.00

2.50

2.00
Gilgit Khanewal Kohat Skardu
Jazz 3.60 3.70 3.80 3.60
SCOM 3.70 3.70
Telenor 3.40 3.80 3.50 3.30
Ufone 3.70 3.90 3.70 3.40
Zong 3.30 3.80 4.10 3.30

Page 17 of 20
 Inter System Handover of CS Voice (Threshold: > 98%)

100.00%

99.50%

99.00%
% age

98%
98.50%

98.00%

97.50%

97.00%
Khanewal Kohat
Jazz 100.00% 100.00%
Telenor 100.00% 100.00%
Ufone 100.00% 100.00%
Zong 100.00% 100.00%

Page 18 of 20
 SMS Success Rate (Threshold: > 99%)
99%
100.00%

99.50%

99.00%
% age

98.50%

98.00%

97.50%

97.00%
Gilgit Khanewal Kohat Skardu
Jazz 100.00% 100.00% 100.00% 100.00%
SCOM 100.00% 100.00%
Telenor 100.00% 100.00% 100.00% 100.00%
Ufone 100.00% 100.00% 100.00% 100.00%
Zong 100.00% 100.00% 100.00% 100.00%

Page 19 of 20
 End to End Delivery Time (Threshold: ≤ 12 Sec)

13.00

12.00

11.00

10.00

9.00
12 Sec
8.00
Second

7.00

6.00

5.00

4.00

3.00

2.00

1.00
Gilgit Khanewal Kohat Skardu
Jazz 8.70 1.40 1.30 7.90
SCOM 5.80 5.80
Telenor 8.00 1.40 2.70 11.00
Ufone 6.40 3.40 4.10 7.50
Zong 7.30 2.20 2.50 8.10

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