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Chapter 3 - Main Findings

DQ accuracy

Accuracy of service provision

Overall performance

3.1 DQ providers vary both in the range of services which they offer (for example a basic one-number only service or with value-added additions such as onward call connection) and in the charges for those services. Some services are charged at a flat rate for the whole call, while others are charged on the basis of call duration, with or without an initial connection charge. A number of DQ providers offer more than one level or type of service on different numbers, with different charging rates. Where Ofcom have tested multiple services these can be identified in this report by reference to the actual 118 number.

3.2 Consistent with findings from November 2003, few problems were experienced contacting the DQ suppliers, with 99% of calls answered on the first attempt. Just over a third (36%) of the numbers requested were provided by an operator and the remainder by an automated voice system.

3.3 Across all requests made for numbers, 87% ^(-4-) resulted in the correct number or a suitable alternative, being provided - 87% of business requests and 83% of residential requests.

3.4 As with any survey the results are subject to a margin of error, and the following tables showing the accuracy of service provision illustrate the actual percentage and the potential range of accuracy, taking into consideration the error margins ^(-5-) . Full methodological details are set out in Annex B.

Standard UK residential and business number requests

3.5 A total of 5880 requests were made across the 30 DQ numbers for standard residential and business UK numbers. The following charts portray the overall accuracy levels for each provider tested, as well as the separate accuracy levels for residential and business requests.

3.6 While the differences in methodology make strict comparisons inappropriate the results from this survey are significantly higher than those reported in November 2003. It is also encouraging to note that there is a much narrower range of performance levels, with a spread of 19 percentage points across all 30 companies for accurate provision of residential number requests and 17% for business number requests. These compare with a spread of 29% in Oftel's research for residential numbers and 54% for business numbers (although the majority of providers fell within much narrower bands).

Figure 3a: Accuracy of provision of standard residential and business UK numbers

Base: All requests, 5880 requests, March 2004

Figure 3b: Accuracy of provision of standard residential UK number

Base: All residential requests, 2880 requests, March 2004

Figure 3c: Accuracy of provision of standard business UK numbers

Base: All business requests, 3000 requests, March 2004

Footnotes:

4:- This figure has been produced using weighted data and estimated market shares (based on call volume information provided by the majority of DQ suppliers included in this exercise). Given the considerable changes in sample structure to represent the 'real-world' call profile this figure cannot be directly compared with the 62% reported in November 2003.

5:- This figure has been produced using weighted data and estimated market shares (based on call volume information provided by the majority of DQ suppliers included in this exercise). Given the considerable changes in sample structure to represent the 'real-world' call profile this figure cannot be directly compared with the 62% reported in November 2003. Error margins were calculated using 99% confidence and the actual result.

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