Four Crowning Glories For U Mobile's Excellence In Customer Experience

Discussion in 'News' started by Adrian Wong, Apr 16, 2015.

  1. Adrian Wong

    Adrian Wong Da Boss Staff Member

    Kuala Lumpur, 15 April 2015 – U Mobile, Malaysia’s most dynamic and innovative telco, recently won four customer experience-related accolades at the 2015 Frost & Sullivan Excellence in Customer Experience Awards, celebrating the telco’s commitment and unwavering efforts in delivering the best customer experience to consumers at all possible platforms and touch points.

    In Frost & Sullivan’s annual Malaysia Telecommunication Services Customer Experience study, U Mobile aced the online survey conducted by the analyst to measure customer experience in the telecommunication sector in Malaysia. U Mobile took home the Best Overall Experience, Best Contact Centre Experience, Best Mobile Experience and Best Net Promoter Score awards under the ‘Excellence in Customer Experience Management, Telecommunications Industry’ category – making the telco one of the biggest winners of the night.

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    In a pool of respondents consisting of 1,300 participants randomly selected by Frost & Sullivan, U Mobile is the telecommunications brand many would recommend to their friends and colleagues, scoring a whopping score of 65%, which is higher than the industry average of 51%.

    The telco also achieved a significant 54% for Net Promoter Score (NPS) as compared to other service providers in the market, which raked an average of 36%. NPS serves as a gauge to measure customers’ loyalty and the efficacy of companies’ CRM programmes, and the score is deemed as the predictor of customers’ behavior that spurs a telecoms service provider’s growth based on recommendations by consumers.

    U Mobile’s leadership in product innovation and value propositions are main contributors to this result, as the telco is constantly introducing innovative and best-value products offerings that cater to the ever-changing consumer lifestyle. The success is also driven by U Mobile’s robust network infrastructure, offering superior network quality that powers its customers’ mobile connectivity. In fact, a recent independent research conducted by OOKLA and Open Signal showed that U Mobile ranked No. 1 for both 3G and 4G LTE network quality and speed. This proves that our customers can expect a superior user experience with U Mobile.

    “We are honoured to be recognized by credible industry partner like Frost & Sullivan. Being the youngest full-fledged telco in Malaysia, these recognitions truly mean a lot to us as they are good indicators that U Mobile is heading towards the right direction in offering our customers the best experience possible at all touch points when they purchase U Mobile products and services. This is just the beginning for U Mobile, as we strive to take bigger leaps with industry-changing approaches in realizing our vision to be become the leading telco in Malaysia,” said Jasmine Lee, Chief Marketing Officer of U Mobile.

    Part of Frost & Sullivan’s Best Practices Awards Programme, the Excellence in Customer Experience Awards seek to recognize companies that have pushed the boundaries to delight their customers at every stage and in every interaction - rising above the competition and demonstrating outstanding performance in their industry. The awards program identifies exemplary achievements within a multitude of industries and functional disciplines in a variety of regional and global markets.
     

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