Quality of Kyivstar

Quality No1

We aim our clients always get top quality telecommunication and customer services. We know that only creating high-quality product allows the company to prosper and bring joy to its customers.

Communication services quality

Kyivstar’s network and coverage are among the best in Eastern Europe. We continue working at improvement of communication and coverage quality indicators every day.

Every year we expand Kyivstar network. Now, as at 2011, it is more than 13 000 base stations across the country.

We constantly improve the network coverage. Since the time of company’s foundation total amount of investments into Kyivstar network coverage development has made more than $3 billion.

We track how users of mobile services assess the coverage and connection quality. Thus, 53% of all Ukrainian mobile communication subscribers determine Kyivstar’s coverage as the widest in the country. Kyivstar’s communication services have the highest quality; it is marked by 53% of all Ukrainian mobile communication subscribers (according to the CATI Mobile Index study¹). These are the best indicators among the Ukrainian mobile operators.

We work with the most reliable worldwide suppliers of telecommunication equipment. Swedish company Ericsson is our permanent partner in building and configuring the network.

Kyivstar is a participant of the international audit of key productivity indicators among mobile networks built on Ericsson equipment. According to the measurements Kyivstar’s network is in 25% of the best networks in the world by the following indicators:

• The average share of voice calls with Good Speech Quality makes more than 95% over the whole network;
• The call break frequency in the network is less than one time for 320 minutes;
• The average speed of data transfer from base station to the client equipment by EDGE technology is about 120 Kb per second.

Results of measurements (PDF, 679 ÊÁ)

Service quality

Kyivstar subscribers get clients services at the highest level. Each customer can choose the most convenient way of getting professional advice from company’s specialists.

We are expanding our customer service network. There are more than 200 centers all over Ukraine, with their number constantly increasing. More than 7 800 customers address them every day. The number of information kiosks located in the customer service centers is about 200.

More than 1 000 000 company customers use a unique self-service system My Kyivstar/My DJUICE.

We serve the clients round the clock using the resources of 3 Call-Centers of our own situated in Kyiv, Dnipropetrovsk, Lviv and Cherkasy.

For two years in succession we participate in the honorable contest of CCG Center Awards «Crystal Headset». In 2010 we became the winners in two nominations — «The Best Call-Center for Work» and «The Best Client Service Call-Center»; in 2011 we won in «The Best Big Call-Center» nomination.

The winners were chosen with regard to the quality of client service, experts’ working rates and the level of Call-Center integration into the company’s business processes. Clients’ and Kyivstar employees’ responses and assessments have been also taken into consideration.

The level of service in Kyivstar has the highest quality in the country; it is marked by 42% of all Ukrainian mobile services subscribers (according to the CATI Mobile Index study).

Under the People’s Assessment Program in 2010, nearly 240 000 clients assessed the experts’ work. At that the average score of the Call-Center work level makes 4.53 points which means «very good». The quality of work of customer service centers was evaluated at the level of 4.71 points from «5» maximum possible points.

We do it caring for you, our clients, so that you could further entrust us the greatest value — your communication.