Glossary

Glossary

2G
The second generation of mobile telecommunications standards, also known as GSM. See definition of GSM.
2G encryption (A5/3)
Networks are secured using encryption, the encoding of data on the basis of a specific algorithm. A5/3 is the highest level of encryption used in GSM systems.
3G
The third generation of mobile telecommunications standards, also known as UMTS, is a worldwide standard for mobile communication. See definition of UMTS.
4G
The fourth generation of mobile telecommunications standards. It is the successor to the 3G standard. See definition of LTE.
800, 900, 1800 and 2100 MHz bands/spectrum
The usable frequencies within the radio frequency spectrum are relatively scarce. If different technologies were to use the same frequencies, there would be a strong possibility of interference. That is why the radio frequency spectrum has been divided up into frequency bands. For many frequency bands the technology that must be used in the band has been determined. The 800, 900, 1800 and 2100 MHz bands are used for mobile telephony and mobile internet.
App/application
Software programs for mobile phones and tablets.
Brand Equity Share / BES
Measures the brand perception amongst Dutch consumers in comparison with competitors and is based on five components: performance, emotion, value, distinctiveness and brand recognition (measured by research agency Millward Brown).
Call termination rates
See definition of Termination rates.
Campaign Health Tracker
Measures various aspects of campaigns, including campaign recognition and association with the company. See definition of Cut Through Score.
Customer Effort Score / CES
This is used to measure how much effort the customer has had to make to get a question answered or a problem solved via our customer service team, for example, or how much effort the customer has had to make to place an order in our online shop. CES is measured on a 5-point scale, where 1 represents little effort and 5 represents a lot of effort. The % relates to the respondents who give a rating of 1 or 2 on the 5-point scale.
Cut Through Score
This measures campaign recognition via the Campaign Health Tracker. Whether the consumer associates the campaign with Vodafone is also measured.
Data consumption/services
Data space needed to save information such as photos and e-mails, indicated in megabytes (MB) or gigabytes (GB). Data services use mobile internet.
Deep Packet Inspection
See definition of Packet Inspection.
Dropped call rate
Indicates the percentage of all telephone calls that are cut off for technical reasons before the parties speaking had been able to end their conversation and before either of them had hung up (i.e. dropped calls).
Dual Carrier
In anticipation of their 4G networks, telecom companies rolled out Dual Carrier 3G, or DC-HSPA, on their networks. This offers speeds between those possible with 3G and 4G of up to 42 Mbps (theoretical). With Dual Carrier 3G two 5 MHz bands are used. See also definition of HSPA+.
E-waste
Electronic waste describes faulty, obsolete or unsold electrical or electronic devices.
Eco-score
Sustainability label for phones, which is validated by KPMG and offers transparency in the chain. The eco-score is based on three categories: company values and principles, the life cycle analysis and sustainable design.
Employee Engagement Index / EEI
Consists of three elements: commitment to the company, willingness to continue working for the company and the will to go the extra mile for the company. The index is calculated on the basis of the average score for seven questions (both positive and negative answers are included) and has a maximum score of 100.
Employee Net Promotor Score / eNPS
This makes it possible to measure the extent to which employees recommend their company to third parties. The Employee Net Promoter Score uses a 10-point scale, where 9 and 10 mean the employees are promoters (ambassadors) and 0 to 6 mean they are detractors (employees who do not recommend the company or are negative about it). The Employee Net Promoter Score is calculated by deducting the percentage of detractors from the percentage of promoters.
Frequency space
See definition of Spectrum (auction).
GeSI
The Global e-Sustainability Initiative is an international alliance of ICT companies and NGOs that aims to identify how innovative technologies can contribute to sustainable development.
GSM
Global System for Mobile Communications is a standard for mobile communication. GSM is regarded as the second generation of mobile telephony (2G).
Hosted telephony
This refers to the use of telephony services without having your own telephone exchange (or own IP telephony server).
HSPA+
High-Speed Packet Access is a technical standard for wireless broadband telecommunications. HSPA+ increases the speeds for the end user on UMTS/3G networks, making them comparable with those of newer LTE networks. See also definition of Dual Carrier.
Integrated fixed and mobile solutions
See definition of Unified communication.
Interconnect(ion)
Interconnection makes it possible for customers of two different telecom providers to communicate with each other. It refers to the linking of one telecom provider to the infrastructure facilities of another provider.
IP PBX
An IP PBX or VOIP telephone exchange replaces a traditional PBX or telephone exchange. Calls are sent in the form of data packets over a data network instead of the traditional telephone network.
LTE (for 4G)
Long Term Evolution, the fourth generation of mobile telecommunications standards and the successor to UMTS. Using LTE it is possible to transmit a higher capacity of data over the network at high speed.
Machine-to-machine (M2M)
Machine-to-machine communication, better known as M2M or telemetry, connects machines or devices remotely and exchanges information between these machines or devices, without human intervention. A device (e.g. a sensor) is connected to a SIM card. If the device detects an event, the SIM card passes on the information about it to a central server.
Malware
Abbreviation for malicious software.
Multi-band spectrum auction
Auction of licences for the frequency bands 800 MHz, 900 MHz, 1800 MHz, 1900 MHz, 2100 MHz and 2.6 GHz for mobile telephony and mobile internet. See also definition of Spectrum (auction).
MVNO
A mobile virtual network operator is a company that does not hold a licence, but sells mobile telephony under its own brand name over the network of another telecom provider.
Net Promotor Score / NPS
The Net Promoter Score provides an indication of how highly a service is rated and is determined by asking customers about the extent to which they would recommend Vodafone to third parties. The Net Promoter Score uses a 10-point scale, where 9 and 10 mean the customers are promoters (ambassadors of Vodafone) and 0 to 6 mean they are detractors (customers who do not recommend Vodafone or are negative about it). The Net Promoter Score is calculated by deducting the percentage of detractors from the percentage of promoters.
Network
A mobile telecommunications network is made up of base stations, also referred to as masts or antennas, which are connected to an exchange.
OPTA
The Onafhankelijke Post en Telecommunicatie Autoriteit [Independent Post and Telecommunications Authority] is an independent body that monitors compliance with legislation and regulations in the area of telecommunications in the Netherlands.
Packet Inspection and Deep Packet Inspection
Packet Inspection is an umbrella term for techniques which can be used to analyse data traffic that is transmitted over networks. Packet Inspection consists of different levels: 1) it can analyse the connection information of individual data packets, such as the sender's or receiver's IP address, 2) it can analyse the type of traffic and 3) it can analyse the content of packets. This last form is also referred to as Deep Packet Inspection (DPI).
Regional roaming
Regional or national roaming involves telecom companies taking over each other's connections in the event of faults. In 2012 the Dutch mobile telecom companies reached agreement on the use of each other's networks during faults.
RepTrack
The Reputation Institute's RepTrak™ Framework compares companies on the basis of reputation. It measures the stakeholder perception of companies by measuring the relationship between a stakeholder's emotional connection and the perception of seven rational dimensions: (1) Products/services, (2) Innovation, (3) Workplace, (4) Citizenship, (5) Governance, (6) Leadership and (7) Performance.
Roaming
Using the network of another mobile telecom company. This makes it possible to make calls or use mobile internet abroad.
Sim Only
SIM-only subscriptions are subscriptions that do not include a handset. The customer receives a SIM card only. These subscriptions are intended for people who do not need a new mobile phone.
Smartphone
A smartphone is a mini-computer that can be used to make calls and surf the internet.
Social Media Monitor
An annual study by Social Embassy examining the use of social media by the Netherlands' top 100 advertisers on the basis of gross media spending in the Netherlands (Source: Nielsen Research). The study consists of a survey amongst the companies which looks at their organisation of social media, their ambitions and their results, as well as an assessment by Social Embassy in terms of activity, interactivity and the building of communities. Based on this information the companies are given a score between 0 and 100.
SocialBakers’ Socially Devoted Brands
SocialBakers' Socially Devoted Facebook Brands measures which brands have the lowest response times and the highest response rates on Facebook. The result indicated is from January 2013.
Spectrum (auction)
Also known as radio frequency spectrum or radio waves. Used to transmit information wirelessly from a transmitter to one or more receivers. The transmitter uses an antenna to generate and transmit the radio waves. The radio waves carry the information, which is subsequently picked up by another antenna. A portion of the frequencies is freely available, although registration or a licence is required to use another portion. These licences are issued by Radiocommunications Agency Netherlands, which is also the Dutch government's supervisory body for the radio frequency spectrum and allocates and manages the radio frequency space. The frequency band licences for mobile telephony and mobile internet are auctioned.
Spectrum licences
See definition of Multi-band spectrum auction.
Stakeholders
Stakeholders are the people or organisations that have an interest in an organisation, such as employees, customers, shareholders, suppliers, governments and media.
Termination rates
The costs that telecom providers charge each other for terminating calls on their network. Also known as interconnection rates.
Transparency benchmark
An annual study examining the content and quality of the social reporting of Dutch companies. It is an initiative of the Dutch Ministry of Economic Affairs.
Triple-play services
Services that offer internet access, television and telephony in combination.
UMTS
UMTS stands for Universal Mobile Telecommunications System. For a definition see 3G.
Unified Communications
Also known as integrated (fixed and mobile) solutions. Refers to the process of integrating all means of communication, communication equipment and media to enable users to contact anyone, wherever they may be, in real time.
Voice
Voice refers to telephone calls.
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