ADVANCING SOCIAL EMPOWERMENT
The social value we generate
Our Customers
Digital connectivity has become a basic good – forming the basis for people to benefit from life’s opportunities, whether at work, play or in terms of access to basic services like education and healthcare. It is therefore our duty to provide customers across our business footprint with quality connectivity at all times – affordably, safely and
reliably.
With the need for reliable connectivity becoming even more acute in the wake of the pandemic, we have invested to improve network quality and bolster our cyber security measures, expanding the reach of digital technology to even more people in our footprint countries.
Customer Service
We work towards delivering a truly seamless customer experience that provides digital access to all of life’s conveniences, while ensuring that customer safety and data privacy is safeguarded to the highest possible standards.
Specifically, through employee-driven programmes to drive the digitisation of our products and interfaces, we have further enhanced the customer experience, resulting in the launch of new and improved products that meet their evolving digital lifestyle needs.
Outlook
Consistently Achieving Excellence In Customer Service
Our OpCos utilise digital technologies to remain abreast of feedback and enhance the customer experience, while regularly measuring customer satisfaction standards to ensure progress against set KPIs, leading to excellent results in key customer service metrics across our operating markets.
Staying Attuned
To The Feedback
Using data and analytics for more accurate customer profiling, segmentation and sentiment tracking
Providing A
Seamless Experience
Measuring
Our Progress
Regularly measuring our customer service standards across a range of KPIs, each of which are benchmarked to industry peers
Maintaining Customer Satisfaction
Net Promoter Score
#1
in 4 out of 6 markets
Digital Reputation Score
#1
in 4 out of 6 markets
Brand Power Score
#1
in 3 out of 6 markets
