June-September 2007 | | 
Nina Martsyn, Head of the Customer Relations Department: «It is strategically important for us how the service quality of «Kyivstar» is evaluated by subscribers. The 5-grade evaluation system is simple and instinctively familiar to everyone from the childhood. The most important and objective evaluation for us is the evaluation after an individual call of a client to IVR 466*55. These are the opinions of the clients, who asked for help having real problems. As a rule, the evaluation resulting from questioning on the initiative of the company at once after service at the call-center is higher. Average grade for the service quality of «Kyivstar «to the opinion of our subscribers is „very good“! The highest grade — excellent — was received for politeness and attentiveness of our agents. Our clients are not always satisfied with the time they should wait, but we have this time standard for the market — 2—3 rings before the receiver is picked up (or 10—15 seconds). That means that we have much to work on and to seek to, because we want to satisfy our clients’ wishes.»
- ISC — service evaluation while visiting information-service centers (individual calls of the clients to the number IVR466*55),
- Call Center 1 — telephone service evaluation by professionals of the call-center (individual calls of the clients to the number IVR466*55),
- Call Center 2 — telephone service evaluation by professionals of the call-center (grades after service of those clients, who stayed on line of the call-center).
* — data from 11.06.07 30.06.07 (starting from the launch of the interactive system of Kyivstar quality service rate)
2008:
2007:
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