Enhanced user experience and improved navigation at
singtelshop.com and singtel.com
•
At least two new e-services introduced for Singtel customers
to access via their mobile phone/PC/tablet
•
Improved user interface and experience at singtel.com, enabling customers to quickly
(reduced number of clicks) and easily meet their top-of-mind needs
More relevant content with intelligent search and personalised recommendation to
proactively engage with our customers
•
Achieved. Example: skoob, deF!nd, Store & Share and MySingtel App
Pursue proactive
market leadership
To continue to:
•
Monitor market developments and participate in public
policy advocacy
•
Uphold high standards of corporate governance and
business ethics
•
Actively participated in public policy advocacy through submissions and representations
covering a range of telecommunications and broadcasting issues
•
Continued to be recognised by the industry for our efforts in upholding high standards
and received numerous awards
Embrace
responsible
business practices
•
Dedicated resource to focus on our engagement with
customers via social community platforms
•
Supplier Sustainability Survey completed by all key vendors within FY2012
•
Set up digital marketing team in February 2012 with the mandate to reach out to
digitally-connected audiences using online and social platforms
•
100% response rate from key vendors
Build customer
loyalty and
satisfaction
Further improvements to the customer experience index by:
•
Continuing to measure the customer experience and initiate
more projects to improve the experience
•
Motivating and enabling staff to deliver excellent service by
interventions
•
Making the customer experience successes more visible within the organisation
•
Singtel overall Customer Experience Index increased by 3% points with significant
improvements seen in consumer, SME and global business customer segments
•
Lean Six Sigma community grows close to 2,000 in Singapore, delivering more than
30 projects
•
Service Leadership Programme launched to top 500 service leaders across the
Singapore operations
•
Visual reminder for employees on customer pulse launched on company’s intranet
during the year
•
Customer Experience KPIs owned by and cascaded from senior management down to all
service leaders and managers
