Being a newbie where the big boys have ruled for a long time is tough for any player, here we’re talking in the context of telcos, U Mobile is predominantly a new player among the much seasoned operators. Having grabbed 4 customer experience related accolades at the 2015 Frost & Sullivan Excellence in Customer Experience Awards is worth paying attention to given anyday.
According to the 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. The incumbent 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.
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.
“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.
Our sister publication BusinessToday was the official media partner for the event and our Editor in Chief was among the panel during judging process for the Frost & Sullivan 2015 Awards.
