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
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.
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.
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.
To The Feedback
Using data and analytics for more accurate customer profiling, segmentation and sentiment tracking
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
in 4 out of 6 markets
Digital Reputation Score
in 4 out of 6 markets
Brand Power Score
in 3 out of 6 markets
Our material matters are determined through a bi-yearly process of materiality assessment, detailed below:
We review and update our material matters in response to changes in our business landscape, risk environment, internal policies, KPIs, emerging local and global sustainability trends, regulatory developments and stakeholder opinions. Our review also incorporates peer benchmarking.
We conducted a structured stakeholder prioritisation exercise by leveraging insights from our dialogue with various stakeholders on our material matters. This allows us to identify the influence and dependence of key stakeholders on the Group. We then engage with the prioritised stakeholders to obtain their feedback on material matters.
Upon identification of our material matters, we conducted workshops within the Group to further prioritise materiality matters from the business perspective.