Customer satisfaction on communications services low, reveals telecom carrier survey.  by JOEL D. PINAROC

    Customer satisfaction ratings on communications services in Metro Manila is low, with 1 out of 4 survey respondents saying that "promises" have gone undelivered, a survey commissioned by telecom carrier Bayan Telecommunications said.

    The survey also indicated that connection, be it landline, broadband and cable, remains the primary source of complains, Bayan Telecommunications chief executive consultant Tunde Fafunwa said.

    Fafunwa, who presented the result of the survey, also said there is "so much grumbling" from Metro Manila residents regarding connection difficulties. "The survey indicates that there is corroding trust, increased frustrations, and distrust to the provider coming from most customers," Fafunwa said.

       
    Bayan Telecommunications commissioned the study through a third party firm which surveyed some 300 Metro Manila residents, Fafunwa said. The executive said Metro Manila was a logical choice because services in this area should be better than outlying areas and rural regions. But surprisingly, service satisfaction remains low even in the metro, the survey said.

    Fafunwa said the survey also indicates a need for carriers to focus on selected areas and improve the services in those areas. "The basic need to connect to a landline from one service provider to another is one major concern, as well as the assurance that there will be connection," Fafunwa said. He said the survey indicated that most customers do not see an immediate improvement of services. The executive however said most Filipino customers are very patient, in most cases, will not complain and will instead wait for services to improve.

    Fafunwa meanwhile said to address this low satisfaction rating, Bayan Telecommunications has introduced a customer service refund and service guarantee program. The executive said Bayantel Telecommunications has allocated 50 million pesos in a strategy to provide a no-question asked, money back guarantee for customers currently subscribed to the firm's services offerings, including landlines, and broadband services, among others. Fafunwa said no telecom company has what Bayan Telecommunications is offering.

    He said there are no terms and conditions, and that if customer is not happy with the company's services, the customer can avail of a money back guarantee immediately with "no questions asked". Fafunwa explained that in their program, if a phone or DSL connection remains un-repaired for more than 24 hours," a 1-day refund (equivalent to 100 pesos) will be given for every four hours the problem stays unsolved". If a subscriber's connection is out for more than 72 hours on the other hand, his or her service fee for the month will be waived, the executive said.

    Source : Manila Bulletin (30/April/2007)

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