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SUMMARY
Customer satisfaction rankings are even more critical now than before, giventhe competitive nature of mobile services and the high churn rates. Whileindustry press continues to stress the importance of APRUs as the prime metricsfor mobile companies, APRG believes customer satisfaction to be a more importantgauge of investment value for wireless companies. - The goal of this survey wasdetermine the percentage of customers who are either "satisfied" or"very satisfied" with overall network performance, quality, cost, andbilling. In our research, customers of Philippines leading cellular companiesrated providers based on 12 metrics, including billing, access to customerservice and call quality. - The 2003 study ranks Globe Telecom first overall inour customer satisfaction index, excelling in the categories of customer serviceand voice quality. - Chapter 1. Executive Summary including Philippines Mobile CSI ratings.
- Chapter 2. Rankings by Customer Experience Metrics: - Billing; - CallQuality; Customer Service; Data Services;
- Chapter 3. Customer Satisfaction Index - Globe.
- Chapter 4. Customer Satisfaction Index - Smart.
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