MARKETPLACE AND CUSTOMERS

CUSTOMER SATISFACTION

DMA

We tailor our service offerings to meet the varied needs of our customers and empower our employees to meet their expectations. We also monitor and gather feedback to improve our service quality and customer experience.

Understanding that our customers can be busy during the day, we have introduced options for booking appointments and service call-back according to their preferred times. We continue to promote self-service options for our customers to reduce waiting times during customer care and enquiry calls, including setting up Self-Help Kiosks at our Singtel Shops in Singapore.

We recognise that each customer is different and hence we offer a range of mobile plans to cater to their needs. For example, we launched Combo plans providing access to Singtel’s Premium WiFi service at many hotspots across Singapore, giving consumers high-speed and seamless connectivity, over and above their 4G data allowance. Catering to the seniors and persons with disabilities, we introduced the Silver Plan and Lite Special Plan which are discounted and tailored to better meet their needs. In Australia, customers can get the most out of Optus’ mobile data plans by sharing data with up to five mobile broadband devices, including smartphones, tablets and USB modems.

Employees are our brand ambassadors and they can play an active role in enhancing customer satisfaction and loyalty. We have invested in a number of customer-centricity training tools as part of our 'Up Your Service' programme. Since the introduction of these tools in FY2013, more than 9,000 employees across the Group have been trained to deliver service leadership.

Our Starfish Mobile app in Singapore, introduced in FY2014, allows our employees to help their family members and friends who have queries or issues with our products and services. To date, we have recorded over 5,000 downloads of the application and resolved more than 1,800 cases through our staff’s active support.