Telecoms regulators in all MENA countries define key performance indicators (KPIs) to measure the quality of the telecommunications services provided to consumers.

However, while most regulators set performance targets that operators must achieve, in Bahrain and the United Arab Emirates, regulators only define reference values rather than binding targets. 

The latest update of Cullen International’s benchmark on quality of service (QoS) provides detailed data on the QoS targets set in 12 studied Middle East and North African countries.

KPIs for fixed networks are generally similar to those used for mobile networks but with a few differences. Some indicators are specific to the type of network, such as SMS delivery time which applies only to mobile networks and fixed connection supply time which is specific to fixed networks.

Cullen International’s QoS benchmark provides details on the regulatory framework for QoS for voice and data services provided over mobile and fixed networks. It also covers how QoS is measured and reported, how targets are set, and the penalties that are applied when operators fail to meet the KPIs.

For more information and access to the full benchmark, please click on “Access the full content” - or on “Request Access”, in case you are not subscribed to our MENA Telecoms service.