Industry analysts Ovum recently called on telcos to develop new key performance indicators to promote greater transparency and consistency across the industry.
In its paper, ‘Fixed telco KPIs: development is needed’, Ovum argues that for operators to achieve a high level of customer satisfaction, emphasis must be placed on improving the customer experience.
At Telstra Wholesale, we have, over many years, used a range of service metrics to help our customers and the wider industry track our performance, and to give us the tools we need to remain competitive.
For Telstra Wholesale, the ability to measure our performance, and in turn, be responsive to our customers’ needs, is paramount to our success and that of our customers.
This is because our performance is inextricably linked to the performance of our customers who rely on the reliability of our network and the quality of our services to ensure they can deliver to their customers.
At Telstra Wholesale, we continue to seek ways to improve the quality and efficiency of our network performance and support services by measuring our performance.
Commitment
It’s this commitment to continuous improvement that has established us as Australia’s leading telecommunications wholesaler.
In the wholesale market, only we can offer our customers access to Australia’s most reliable network - supported by 24-hour online self-service capability for ordering, activation, fault tracking and billing, and our expert account management teams – allowing our customers to meet their customers’ needs and protect their most valuable asset - their reputation.
Only Telstra Wholesale has the capacity to manage up to 200,000 orders per month, with more than 98 per cent of these orders actioned on the same day, coupled with our ability to process around 5.8 million service qualifications online each year.
And only Telstra Wholesale offers access to a network that consistently delivers DSL network performance exceeding 99.9 per cent, and a DSL activation time on average of just under 3 days.
Recently, our on time delivery of wideband services has averaged around 95 per cent and our on time delivery for DSL services has averaged almost 88 per cent.
It’s worth recognising that Wholesale’s on time delivery for wideband has continued at an average of above 95 per cent in the face of the most severe weather experienced in this country for 108 years.
I mention these statistics not to boast about our performance – which is worth boasting about – but to illustrate the point that it is only through metrics-based performance that we can continue to be responsive to our customers’ needs.
And it’s the introduction of standardised performance metrics across the telecommunications sector that will signal a maturing of our industry, and in turn, better position all of us to remain competitive and deliver the products and services that our market demands.
Kate McKenzie
Group Managing Director
Telstra Wholesale
