Giving telco customers more choices

KEENER competition in the infocomm sector, fostered by a more crowded market, will significantly boost customer satisfaction levels, the latest Customer Satisfaction Index of Singapore (CSISG) has found.

"In the infocomm sector, satisfaction levels are very closely tied to the product or service. In Singapore's case, offerings from all three telcos are largely similar and hence tend to be far off from a customer's ideal product," says Marcus Lee, academic director at the Singapore Management University's Institute of Service Excellence, which is behind the CSISG.

Despite this, the sector - which provides mobile telecom, pay-TV and broadband services - recorded an improvement of 0.9 per cent or 0.6 points in its satisfaction score from a year ago.