The Post and Telecom Quality Management Agency under the Ministry of Information and Communications has announced the results of its inspection of the service quality of four telephone networks, MobiFone, VinaPhone, S-Fone, and EVN Telecom, with some surprises.
The agency measured network quality of S-Fone in the Central Highlands province of Lam Dong, MobiFone in the northern mountainous province of Lao Cai and VinaPhone in the Central Highlands province of Khanh Hoa. (Viettel’s network was also tested but the results have not been released yet).
Nguyen Duc Trung, Vice Head of the Post and Telecom Quality Management Agency, said that these locations were chosen under the agency’s plan; these networks were tested in cities already.
The inspection shows that S-Fone, the network that uses CDMA technology, which is the most modern now, ranks behind others in many aspects.
In voice quality, S-Fone was given 3.018 points, behind VinaPhone’s 3.054 and MobiFone’s 3.576 points. S-Fone is also the only network of the three that makes mistakes in charge calculation, though the error is lower than standard (0.1%) at 0.093% while that of MobiFone and VinaPhone is zero.
S-Fone also ranks at the bottom in customer support service. The percentage of successful calls to the customer assistance number within 60 seconds of S-Fone is 88.89%. It is 92.83% for VinaPhone and 98.04% for MobiFone compared to the standard of 80%.
The ratio of unsuccessful calls of S-Fone is 2.82% compared to 0.74% for VinaPhone and 0.38% for MobiFone.
EVN Telecom is the only telecom service provider that failed to meet standards for service quality in terms of charge calculation and customer assistance services for its E-Com (wireless fixed phone) service.
The rate of calls with inaccurate charge calculation is 0.859% compared to the allowed level of 0.1% while just 26% of calls to customer assistance service were recorded successfully compared to the required level of 80%.
A senior official of the Post and Telecom Quality Management Agency said that EVN Telecom would be fined.
It is ironic that this firm will not be fined for taking too much money from its customers but for inaccurate charge calculations resulting in losses for itself.
Posted Vietnam Net, October 10, 2007, Source: TN










