The KPI's tracked there are mostly oriented towards being fixed/provisioned within a certain time (even then, a repair rate of 72% "on time" is not exactly stunning performance).

More hidden, there are some statistics for getting things fixed first time.

Ofcom also recently asked for KPIs for tracking the "tail" of orders that don't get completed "on time" - to make sure they aren't then just ignored. However, these new KPIs aren't shown by the OTA.

All of these statistics become something of a joke, when the orders get "accidentally" cancelled, and the reports of intermittent faults get ended as NFF with barely a minute or two of investigation. The real thing to measure - the inconvenience to the consumer - can only get tracked over a sequence of multiple orders/faults, and a sequence of appointments - whether missed or attended.