Photo - The U Mobile team with the 2015 Frost & Sullivan Excellence in Customer Experience Recognition.
Malaysian telecom U Mobile has secured four recognitions for excellence in Overall Experience, Contact Centre Experience, Mobile Experience and Net Promoter Score in the 2015 Malaysian Telecommunications Industry awards from analyst firm Frost & Sullivan.
During the presentation of the recognitions at the 2015 Frost & Sullivan Malaysia Excellence Awards banquet, U Mobile's chief executive officer Wong Heang Tuck said: "We have been putting our customers at the centre of everything that we do at U Mobile. We constantly look at innovative approaches to deliver superior user experiences through our products design, network capability and sales distribution strategies."
"I would like to thank our customers for the votes and the confidence in us. This is just the beginning as we will be rolling out new initiatives to strengthen our position in the area of customer experience," said Wong.
Hazmi Yusof, country head, Malaysia and senior vice president, Asia Pacific at Frost & Sullivan said "U Mobile has firmly established itself via strong execution in its Customer Experience Management programme, coming out first for the overall Customer Experience Index among Malaysian telecoms providers."
"When examining the customer rewards programs responses from the telecommunications service providers, U Mobile's profile also stands out as they scored higher at 9 percent versus the industry average of 4 percent on personalised treatment," said Hazmi, adding that U Mobile also has significantly higher ratings for Net Promoter Score.
"When asked if they would recommend their current telecommunication service provider to their friends and colleagues, U Mobile is the clear winner with 54%, which is higher than the industry average of 38 percent," he said.
The Malaysia Telecommunications Services Customer Experience study, which surveyed 1,300 randomly selected respondents from consumer online panels, was conducted by Frost & Sullivan over a period of two months from Oct to Nov 2014.