M1 wins 2014 Frost & Sullivan Singapore
Best Customer Experience in Telecommunications award

SINGAPORE, 13 March 2014 – M1 announced today that it has won the 2014 Frost & Sullivan Singapore Best Customer Experience in Telecommunications award.

“Customer service has been one of our key focus areas since M1’s inception in 1997 and we have made significant investments through the years in service and process innovations to ensure a positive customer experience at every touch point of our business. This includes the ongoing revamp of our M1 Shop outlets to deliver a warmer, more personal experience to customers,” said Mr Patrick Scodeller, Chief Operating Officer, M1 Limited.

“We are honoured that our relentless focus to delight our customers has gained recognition with the 2014 Frost & Sullivan Singapore Best Customer Experience in Telecommunications award and this will spur us to deliver even better service for our customers in the years ahead,” added Mr Scodeller.

The Frost & Sullivan Best Practices in Customer Experience programme seeks to recognise companies in banking, telecommunications and automotive that have pushed the boundaries of delighting customers at every stage and in every interaction – rising above the competition and demonstrating outstanding performance in their industry.

Award winners are scored through a comprehensive survey that measures customer sentiment (emotions and feelings) as well as their rational opinions, to benchmark the customer experience across all key touch points such as retail, contact centre, services and support through the customer lifecycle. A total of 6,500 end-customers across 12 countries in the Asia Pacific region, including 580 in Singapore, were surveyed by Frost & Sullivan in December 2013.

“M1’s achievement in the overall customer experience is the outcome of good services supported by well managed channels,” said Mr Alan Tong, Director, ICT Practice, Frost & Sullivan Asia Pacific. “M1 has outperformed its competitors in customer orientation, contact centre channel services, that translates into customer referrals and continuous support.”

M1 is Singapore’s most vibrant and dynamic communications company, providing mobile and fixed services to over 2 million customers. Established in 1997, M1 achieved many firsts, including the first operator to offer nationwide 4G service, as well as ultra high-speed fixed broadband, fixed voice and other services on the Next Generation Nationwide Broadband Network (NGNBN). With a continual focus on network quality, customer service, value and innovation, M1 links anyone and anything; anytime, anywhere. For more information, visit www.m1.com.sg.

By Harry