Advancing Digital Societies
Customer Experience
Advancing Digital Societies
Customer Experience
Our customers come from a variety of countries, socioeconomic backgrounds and demographics, and therefore have differing needs. As a customer-focused business, it is our priority to provide excellent customer experiences, uphold their trust and conduct ourselves in a responsible and ethical manner, all while ensuring a high level of network quality and wide network coverage.
This imperative is heightened by the accelerating migration to digital ways of living and working, with customers demanding seamless digital interactions with their service providers. In response, we are digitising the customer experience through online engagement channels and introducing new products and services to support their digital lifestyles. We also collect extensive customer feedback through a variety of channels to facilitate improvements to our practices.
Outlook
Looking ahead, our top priorities will be to maintain our commitment to providing exceptional customer experiences across our footprint, establish strong brand equity, and build trust with our customers. To achieve these goals, we will continue to enhance our digital platforms and offerings to cater to the evolving needs of our customers in the digital economy and society. Through these efforts, we seek to not only meet but exceed our customers’ expectations and establish ourselves as the go-to provider for all their digital needs.
Placing Customer Satisfaction First
We consistently keep track of customer satisfaction scores and performance indexes across our OpCos to ensure that we are meeting our customers’ needs.
Recognising the importance of our customers’ experience towards their overall satisfaction, each of our OpCos are set industry-benchmarked customer experience (CX) KPIs, with their performance against these goals evaluated on a quarterly basis.
Our Customer Satisfaction Performance in 2022
Net Promoter Score
#1
in 3 out of 6 markets
Digital Reputation Score
#1
in 6 out of 6 markets
Brand Power Score
#1
in 3 out of 6 markets
Net Promoter Score (NPS)
Brand Power Score (BPS)
Brand Power Score (BPS)
Remaining Attuned To Customer Feedback
Through customer surveys, social media feedback and the use of data and analytics, we remain closely attuned to our customers’ evolving expectations and requirements. In parallel, we are investing in digital customer service tools, such as chatbots, which enable us to adopt a more digitally-driven – and efficient – approach to customer service.
Digitising The Customer Experience
Across our OpCos, we are utilising digital technology to create more engaging, personalised and rewarding customer journeys.
Improving the Customer Experience Through Digital Technology
Purchase of Products
Supporting through web platform, apps, chatbots, and virtual assistants
In-app gamification for campaign engagement (e.g. monetisation of customer feedback, loyalty journey)
Quality Improvement
Enhancing UI/UX to maintain standard portal performance
Automated e-billing and accessibility
Product Quality Control
Ensuring products or services are affordable and reliable with value-adding capabilities
Personalising products and services based on customer’s touchpoint information and profile
Safe Use of Products
Allowing display of historical purchases, transactions or interactions available for users
Providing reassurance on safeguarding customer’s profile data
Read more about our initiatives in our Sustainability and National Contribution 2022 Report
Purchase of Products
Supporting product purchase
through web platforms,
apps, chatbots and virtual
assistants
In-app gamification for campaign engagement (e.g. monetisation of customer feedback, loyalty journey)
Quality Improvement
Enhancing UI/UX to maintain standard portal performance
Automated e-billing and accessibility
Product Quality Control
Ensuring products or services are affordable and reliable with value-adding capabilities
Personalising products and services based on customer’s touchpoint information and profile
Safe Use of Products
Allowing display of historical purchases, transactions or interactions available for users
Providing reassurance on safeguarding customer’s profile data
