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Filipinos demand more control, personalised services and products: Amdocs

Adrian M. Reodique | July 4, 2016
Consumers would recommend a service provider to their family and friends if they personalised their products and services.

Filipino consumers demand more control and personalised products, services, and experiences to their service providers.

This is according to Amdocs' global survey titled "Amdocs Customer Experience Spotlight 2016", which polled 7,000 consumers in 14 countries including Thailand, Singapore, India, Indonesia, and the Philippines. 

The survey revealed that majority of the Filipino respondents (61 percent) valued the ability to control and personalise their devices and services. In line, 52 percent wanted to receive offerings tailored to their needs and interests, while 58 percent would prefer to access self-service through a digital platform to avoid calling customer care.

As a result, respondents would recommend their service provider to friends and family if they could perform a wide range of actions using self-service, especially with respect to personalisation of products and services (52 percent).

In addition, 86 percent of polled Filipino consumers prefer to interact with companies through digital channels. However, it was found that consumers are not widely using the digital channels for customer care of self-care service.

In essence, 54 percent said they would be more loyal to their service providers if they are offered self-service applications or a website that would allow them to resolve billing or services issues with a few clicks.

Meanwhile, 86 percent of respondents are willing to leave their current service provider for a "comparable" level of wireless connectivity from digital companies. Majority of respondents (78 percent) would also switch if the quality of network was "acceptable", while 37 percent would leave if the customer service and support were better than their current service provider.

As such, more than half of Filipino respondents wanted their service providers to be more responsive to their interactions, request, and needs.  They want to be engaged through third-party network messenger (59 percent), ability to reach customer service through mobile video (42 percent), and chat using the service provider's self-service chat application (44 percent). 

"The Philippines is one of the fastest growing digital economies with huge popularity of social networking sites, app-based taxi services, and innovations in mobile payments, all of which are serving to set a higher benchmark for customer experience," said Hakon Jacobsen, Vice President for digital of Amdocs in Asia Pacific region.

"As a result, to remain relevant in the eyes of customers, improve customer engagement and deliver the types of experiences customers demand in the digital age, service providers must work quickly to make critical adjustments to their digital strategy and transform their business to align with the wider digital shift," added Jacobsen.

Lastly, Filipino consumers wanted the ability to customise pricing plan to match their needs (67 percent), change components to their plans at anytime (74 percent). They also wanted additional services to be bundled together and reflected in a single bill (68 percent), bills to be based on usage (68 percent), and share data usage with their family members, regardless of being prepaid or postpaid subscribers (68 percent). 


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