Page 10 - XL Axiata Integrated Anual Report 2020 ENG

8 2020 Integrated Annual Report
CREATING VALUE FOR
STAKEHOLDERS
BLENDED
AVERAGE
REVENUE PER
USER (ARPU)
stood at Rp36.000 or up
2.86% (YoY).
SUBSCRIBERS
Number of Subscribers
57.9 million
from 56.7 million in the same period of
previous year.
Smartphone User Penetration Increased to
89%
or 51.5 million of total subscribers, contributing to growth of data revenue that now accounts for 92% of the Company’s service revenues.
Customer Experience
With customer experience in mind, XL Axiata has established the Service Management Directorate and Customer Experience & Service Operation Center (CE & SOC). The Company also regularly assessed customer satisfaction through internal survey and conducts a Net Promoter Survey (NPS) through an independent survey that measures customer experience and customer brand perception. Customer satisfaction score in 2020 was 88.5.
Grew To
XL Axiata has continually enhanced the customer experience of XL and Axis brands by launching innovative products and services. The following highlights 2020 products and services:
• XL Priority Subscribers can enjoy PRIO flex, a balance top up feature to purchase extra booster and pay service bill. The Company also launched Prioritas booster packages, PRIO Booster Bekerja & Belajar, and packages myPRIO x Unlimited and New myPRIO Deal.
• XL subscribers can get th benefits of XTRA Unlimited
Turbo, educational packages and video conference packages priced as low as Rp1,000, and various products with shorter validity period for affordability.
• XL Home customers get to have their entertainment experience enhanced as the Company expanded partnerships with OTT providers such as Vidio and Netflix.
• Axis customers receive revamped ALifetime, which elevates customer experience with new features such
as Emergency Quota and extended validity period,
as well as the Warnet
packet, the hourly packet to support youth’s access to
the Internet. AxisNet is also gaining popularity beyond data, for instance to purchase mobile game tokens. Axis also extended partnerships with more than 80 content providers and game publishers.
• Both XL and Axis brands have increased significantly its NPS throughout 2020, being leaders in subscribers’ satisfaction for its target segments by end of year.
PT. XL AXIATA TBK
TRANSFORM FASTER TO EMERGE STRONGER – GIVING BACK TO THE NATION