U Mobile won four customer experience-related accolades at the 2015 Frost & Sullivan Excellence in Customer Experience Awards last night.
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.
MalaysianWireless reported last month that U Mobile aced the online survey conducted by Frost & Sullivan to measure customer experience in the telecommunication sector in Malaysia.
In the Frost & Sullivan’s annual Malaysia Telecommunication Services Customer Experience study, 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%. Some 1,300 participants took part in the survey.
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 said in a statement that 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. The Telco claims that 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.