Telecom operators release the response times for their customer services

Operators give out quarterly reports of the response times for their customer and guidance services. These reports help you to compare the quality of service produced by telecom operators. FICORA obliges telecom operators to publish the response times.

The statistics correspond to the situation at a given time (1.4.2015-30.6.2015), they are not on real-time. In addition, many telecom operators publish more recent information.

The statistics below shows

  • the average response times
  • percentual share of calls answered in less than 60 seconds.
  • the information released by a telecom operator via a link under the operator's name

The development of telecom operators response times for mobile services are presented as a graphic presentation.

Telecom operatorTelephone Average response time Percentual share of calls answered in less than 60 s The call and queuing are subject to a charge
DNA 044 144 044 6 min 29 s 9 % X**
Elisa 010 190 240 41 s 18 % X
Globetel 09 228 9100 * * X
Saunalahti 010 190 230 41 s 18 % X
Tele Finland 0404 123 123 * * X
TeliaSonera Finland 0200 17000 1 min 1 s 72 % X
TeliaSonera Finland Hämeenlinna area 0404 500 500 1 min 30 s 63 % X
Ålands Tele-kommunikation Ab (Ålcom) 018 23500 76 s 65 %

* The operator has not published the information by the deadline.

** Part of the subscriptions are subject to a charge.


Save the graph data as a CSV file

Figure: Telecom operators customer service response times for mobile services.


Key words: Telephone, Customer service, Statistics


LinkedIn Print