Quality of service

Kyivstar is constantly improving quality services — that’s why it is necessary to get reqular feedback from our subscribers. Starting from June 2007 new interactive system was launched and now every Kyivstar subscriber can influence to company’s quality of service.

Each month Kyivstar subscribers grant more than 20 thousand application forms. Analysis of such replies is very important for company — it helps to define requirements of our clients and to improve service principles.

Every Kyivstar subscriber can express his opinion concerning Kyivstar quality of service at any time dialing 466*55 free-of-charge short number. Forms are processed automatically and final monthly rate includes all marks sent by clients. This section contains generalized rates of every month.

Evaluation method

There are two ways to rate quality of Kyivstar service when dialing 466*55:

1 — rate quality of call-center phone service (Call center 1 final monthly rate is based on these feedbacks)

2 — rate quality of service when visiting Customer care centers (ISC final monthly rate is based on these feedbacks)

Сriteria of evaluation

Subscriber can rate quality of service by following parameters:

• general satisfaction;
• waiting time;
• politeness and attentiveness of operator;
• intelligibility of answers;
• operator’s knowledge level.

This section contains generalized monthly rates of Kyivstar service quality.

2008:

• July
• June
• May
• April
• March
• February
• January

2007:

• December
• November
• October
• June-September