STATEMENT IN RESPONSE TO SKMM’s EXTENSIVE END-POINT SERVICE AVAILABILITY TESTING (EESAT) REPORT (Q3/2013)

SHAH ALAM,   14 May 2014

“Customers are at the core of DiGi’s business, and we share the same commitment to customer excellence as our colleagues in the Malaysian Communications & Multimedia Commission (SKMM).

DiGi completed the modernisation of our network at the end of the third quarter of 2013. We have seen visible improvements in the quality of our voice and data services following the completion of this modernisation. We note that SKMM has also observed a significant improvement in its subsequent EESAT exercise conducted in the first quarter of 2014, where DiGi managed to reduce dropped call related complaints by 89%, compared to the same period last year.

DiGi will continue to drive a very strong focus on customer experience. For 2014, we have committed to invest up to RM900 million in capital expenditure, and a sizable proportion of this will be to strengthen the quality and reach of our network.

Furthermore, DiGi is also pro-actively and thoroughly testing our quality of service. In our recently concluded Drive Test, close to 600 employees in the Klang Valley and in various key market centers around the country evaluated the health of our network and engaged with customers, as part of a coordinated plan for continuous improvements. This and a number of other activities will continue to be a part of our commitment to customer excellence.

In conclusion, we want to assure our customers that we have in place clear processes across all our touchpoints to drive quality, understand customer feedback, and ensure remedial actions. All customer experience and network quality measures are reported monthly to the senior management team. We thank our customers for their understanding and assistance in reporting such issues to us and to SKMM. We encourage them to continue engaging with us on all issues relating to service quality, and assure them of our highest priority placed on ensuring customer satisfaction.”