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.
The priority we place on customer experience is reflected by Obsession for Customers, one of the new core values under our refreshed Winning Culture framework. To us, this means starting every decision-making process by considering the needs of our customers and going the extra mile to deliver beyond their expectations. Our Customer Experience (CX) framework, which integrates digital and traditional touchpoints, and our robust CX governance model empowers us to meet these standards and deliver excellent customer experiences consistently and uniformly across our OpCos.
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.
Our Customer Satisfaction Performance in 2023
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 2023
Net Promoter Score
#1
in 3 out of 4 markets
Brand Power Results
#1
in 2 out of 4 markets
Digital Reputation Score
#1
in 3 out of 4 markets
Our Digital Businesses' Customer Satisfaction Performance
Continued to expand its fintech ecosystem in the lead up to the launch of its digital bank by expanding its product offerings to include wider PayLater solutions, including Boost PayFlex and the Beyond Card
Achieved a remarkable NPS score of 41.5, a notable 66% year-on-year increase, by understanding customers’ challenges and delivering value-driven solutions that foster partner growth
Provided support for enterprise solutions, digitisation, analytics and enhanced digital customer experience throughout the Axiata ecosystem, achieving an average customer satisfaction score of 4.26 in 2023, with a project delivery response rate exceeding 85%.
Remaining Attuned To Customer Feedback
We capture customer feedback at touchpoints and provide our customers with avenues to log complaints and requests through various self-care channels and assisted care channels. Feedback received is processed based on category, priority and set Service Level Agreements (SLAs), enabling us to efficiently address customer pain points and deliver consistently positive experiences across our markets of operation.
For specific information on how our OpCos mitigate customer concerns, download our Sustainability and National Contribution Report 2023.
Enhancing Customer Experience
Across our OpCos, we are utilising digital technology to create more engaging, personalised and rewarding customer journeys.
Digitising the Customer Experience
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
For specific information on how our OpCos are enhancing customer experience, download our Sustainability and National Contribution Report 2023 or read our OpCos’ sustainability reports to learn more about our customer experience initiatives. These may be accessed via the “About Our Sustainability Report” section on the Our Approach to Sustainability page.
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
