Study Shows More People Not Happy With Their Telcos Due to ‘Service Issue’

Let’s start this article off with a question: do you use your mobile phones every day?

Chances are most of us reading this probably do.

We all have different telcos too. M1, Singtel, Starhub or any others.

Then on days where our connectivity is slow, maybe we even think, “Man I wish I subscribed to another telco.”

Though recently, it seems that people across various telcos are a little unhappy generally…

Lower Quality Of Service

Well, by looking at the statistics, anyway.

According to The Straits Times, the quality of service provided by mobile telcos has fallen by 3.2 per cent in the first quarter of this year compared with last year.

Users gave ratings based on whether they felt their service provider took good care of their needs and had their best interest at heart.

Some users cite being unable to reach call centres as another form of frustration as well, which led to negative ratings.

Just don’t expect quick replies when you call around midnight, though.

Competitors Target Weak Points

Naturally, you’d try to play against someone else’s weakness.

According to Mr Chen Yongchang, head of research and consulting at the Institute of Service Excellence, telcos sometimes offer more attractive packages such as unlimited data and higher rebates.

“This can raise the expectations of existing customers, who may wonder why their own telcos are not able to offer the same.”

A survey of 1900 people between February and April also found a decrease in telco services such as mobile and broadband.

Mr Chen cites this as increased competition within the industry.

Which, if you think about it, sounds pretty fair.

Why wouldn’t anyone go for a cheaper and more huat option?

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SMU’s Research

But sometimes, maybe the grass is really greener on the other side.

In SMU’s case, they used online shopping as an example

They did their own survey through online survey panels involving 2,579 customers of department stores, e-commerce, fashion apparel and supermarkets.

Now, you’d think online shopping would be just more convenient and popular.

But SMU says ‘hold up’ to that notion.

They found that customers who had researched a product online before buying it offline provided a loyalty score that was 13.4 per cent higher for the store.

Even in department stores, people spent around $148 more after researching their stuff online first.

In other words, researching might just put things into perspective for you.

Mr Chen thinks the research done by customers could’ve provided them with more brand loyalty after comparing various factors.

We won’t tell you to switch immediately if you don’t like your current telco but look around a bit first.

Check and compare to make sure there’s something else that can provide what you need or maybe, your current one is the best fit.

I’m just going to be sticking to Singtel for now.

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