Page 194 - XL Axiata Integrated Anual Report 2020 ENG

192
2020 Integrated Annual Report
CORPORATE SOCIAL RESPONSIBILITY
to facilitate coordination in addressing potential problems related to network performance and service quality. The service center also monitors the dynamics of the service, including customer behavior in using the Company’s services. By doing so, the CE & SOC can anticipate future needs, especially in network development and the adoption of the latest technologies.
CUSTOMER SATISFACTION SURVEY
Every product and service offered by the Company affects the level of customer satisfaction. The Company considers six aspects of customer satisfaction:
Convenient Payment Process
Competitive Wide Range
Price
Best Customer Service
CUSTOMER SATISFACTION
Good Network Quality
Reliable Products
Wide Range
To meet that aspects, the Company engages in the following:
• Providing products that are safe
and meet applicable standards and regulations, including compliance to the ICNIRP (International Commission on Non-Ionising Radio Protection) rules
• Building intensive relationships through marketing communications and service media, directly with the customers
• Providing clear product information and constumer’s protection guarantee
• Educating potential and existing customers about the Company’s products
• Investing in building the main and supporting infrastructure, and developing products in line with IT trends
• Providing customer service facilities and resolving all customer complaints
Moreover, the Company also engages an independent consultant to evaluate its service performance and to conduct customer satisfaction surveys regularly. All feedback and complaints from customers is studied and analyzed. The Company also identifies the driving factors of customer satisfaction. Furthermore, the Company conducts a Net Promoter Survey (NPS) that measures customer experience and customer brand perception.
The Company also uses industry standards as criteria to assess Customer Service (CS) performance. The assessment results show that XL Axiata not only meets Indonesian Telecommunications Regulation Agency (BRTI) standards, but has exceeded these standards, as shown in the following table.
Service Performance
Customer complaint handling standard
Service disruption report standard
Parameter
Percentage of responded customer complaints
Number of service disruption reports per 1,000 customers
BRTI Standard
>90%
<50
2020 2019
99.46 99.24
0.03 0.07
PT. XL AXIATA TBK
TRANSFORM FASTER TO EMERGE STRONGER – GIVING BACK TO THE NATION