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| Item | Performance Target | Q4 2023 Actual Performance |
Q1 2024 Actual Performance |
Q2 2024 Actual Performance |
Q3 2024 Actual Performance |
||
| Network Quality | 1 | Network Coverage | |||||
| a | 3G Outdoor | ≥99% | 99.32% | 99.31% | 99.25% | 99.21% | |
| b | 4G Outdoor | ≥99% | 99.01% | 99.01% | 99.01% | 99.02% | |
| 2 | Voice Quality | ||||||
| a | Drop Call Rate | <1% | 0.43% | 0.29% | 0.41% | 0.34% | |
| b | Connectivity Rate | >99% | 99.09% | 99.33% | 99.12% | 99.28% | |
| 3 | Average Data Upload & Download Speed | ||||||
| a | 3G Upload Speed | ≥1.5Mbps | Complied | Complied | Complied | Complied | |
| b | 3G Download Speed | ≥3Mbps | Complied | Complied | Complied | Complied | |
| c | 4G Upload Speed | ≥7Mbps | Complied | Complied | Complied | Complied | |
| d | 4G Download Speed | ≥15Mbps | Complied | Complied | Complied | Complied | |
| 4 | Network Reliability | ||||||
| a | Base Stations | >99% | 99.33% | 99.53% | 99.48% | 99.66% | |
| b | Switching Centre | >99.99% | 100% | 100% | 100% | 100% | |
| Customer Service | 5 | Bill Complaint Handling | 95% will be completed within 5 working days | 100% | 100% | 100% | 100% |
| 6 | Service Quality Complaint Handling | 95% will be completed within 5 working days | 100% | 100% | 100% | 100% | |
| 7 | Hotline Answer Rate within 20 Seconds | 90% | 96% | 97% | 96% | 91% | |
Remarks
