U Mobile has bagged four customer experience-related honours at the 2015 Frost & Sullivan Excellence in Customer Experience Awards, recognising the young telco's commitment to delivering the best customer experience to consumers.
In Frost & Sullivan's annual Malaysia Telecommunication Services Customer Experience study, where 1,300 randomly selected respondents were surveyed, U Mobile took home the Best Overall Experience, Best Contact Centre Experience, Best Mobile Experience and Best Net Promoter Score awards. The telco was one of the biggest winners of the night, excelling in the 'Excellence in Customer Experience Management, Telecommunications Industry' category.
In the survey, 65% of respondents said that they would recommend U Mobile to friends and colleagues, which is higher than the industry average of 51%.
The telco also scored impressively in the Net Promoter Score (NPS), which serves as a gauge to measure customers' loyalty and efficacy of companies' CRM programs. U Mobile scored 54% which far outperforms the average of 36%.
U Mobile's robust network infrastructure was also recognised, with a recent independent research conducted by OOKLA and Open Signal revealing the telco ranking No. 1 in both 3G and 4G LTE network quality and speed.
“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.
Congrats, U Mobile.