Consumers have expressed their general satisfaction with telecom services in Singapore, according to the results of the latest Consumer Awareness and Satisfaction Survey commissioned by the Infocomm Development Authority (IDA).
The survey was conducted through door-to-door interviews between Dec. 2013 to March 2014 with a total of 1,500 respondents around the country. Now running in its fifth cycle, the survey has been utilised to monitor the service quality of operators and collating consumers’ perceptions on the various telecommunication services here.
Results have shown that the majority of consumers are well aware of the systems and methods put into place to avoid incurring unnecessary fees and charges with familiarity in data usage caps, international mobile roaming charges and how to disable data roaming when overseas.
Although all services have been rated as above average, they were less satisfied with “hotline waiting time”, with 33% of the respondents suggesting that service providers should be looking into reducing the waiting times to receive assistance.
To counter the dissatisfaction, IDA Deputy Chief Executive and Director General Leong Keng Thai suggests that providers look beyond traditional customer service solutions with modern methods such as “live chat software solutions to shorten waiting time and boost customer satisfaction”.
Photo: Wikimedia Commons
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Consumers have expressed their general satisfaction with telecom services in Singapore, according to the results of the latest Consumer Awareness and Satisfaction Survey commissioned by the Infocomm Development Authority (IDA).
The survey was conducted through door-to-door interviews between Dec. 2013 to March 2014 with a total of 1,500 respondents around the country. Now running in its fifth cycle, the survey has been utilised to monitor the service quality of operators and collating consumers’ perceptions on the various telecommunication services here.
Results have shown that the majority of consumers are well aware of the systems and methods put into place to avoid incurring unnecessary fees and charges with familiarity in data usage caps, international mobile roaming charges and how to disable data roaming when overseas.
Although all services have been rated as above average, they were less satisfied with “hotline waiting time”, with 33% of the respondents suggesting that service providers should be looking into reducing the waiting times to receive assistance.
To counter the dissatisfaction, IDA Deputy Chief Executive and Director General Leong Keng Thai suggests that providers look beyond traditional customer service solutions with modern methods such as “live chat software solutions to shorten waiting time and boost customer satisfaction”.
Photo: Wikimedia Commons
Read Also:
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