Better customer experience on our 4G network |
| Our Group structure reflects
Singtel’s view that customers
are the purpose and the focus of
everything we do. We intend for all
our Group businesses to focus on
setting new benchmarks for the
customer experience. Through all
our interactions with customers, our
people keep their focus on improving
and strengthening the customer
experience, especially satisfaction
and loyalty. |
| |
| Our levels of customer service
have been noticed externally too,
with Singtel being voted the Best
Mobile Operator and Best Provider of Mobile and Fibre Broadband services in Singapore for four consecutive years |
|
| from 2010 to 2013, by the discerning readers of Hardwarezone.com
and HardwareZone magazines. We also collected the Telecommunication
Services category at the Computerworld Singapore Customer Care Awards
2012 and the Premium GEM Award in the Telecommunications category at
the Going the Extra Mile (GEMS) Award 2012. |
|
|
| We don’t always get it right, so we have introduced a number of feedback
mechanisms that our customers can use to let us know if they have any
issues or problems, such as our new Twitter channel. |
| |
| Singtel’s social media interactions promote and educate customers on our
products, services and promotions, and customer feedback has also led to
accelerated network coverage rollout and achieving leading positive Net
Promoter Scores (loyalty index) at major consumer events such as new
mobile device launches. |
| |
| This index is a customer loyalty metric which asks customers on the
likelihood they would recommend the service provider to someone else
based on a zero to 10 point rating scale. The score is calculated by taking
the percentage of customers who are Promoters minus the percentage of
Detractors, thus gauging the organisation’s customer loyalty. |
| |
| A new section introduced in our report last year focused on our efforts to
reach out to digitally connected customers using social media. We now have
a presence on Facebook and YouTube, and two Twitter feeds for customer
care and products. Enquiries and service issues raised on Facebook and
Twitter are channelled to the respective customer care teams. |
|
