Shaking-up the Telecommunications Industry
The reputation of communications technology in the country is taking a beating. Take a look at the results of a revealing industry-wide survey telco company Bayan Telecommunications conducted among subscribers of the different telecommunications companies and Internet service providers in the country:
|• 90% of landline, 85% of Internet and 92% of cellphone users have experienced frustrations with their service.|
|• Billing problems, slow connections and poor customer care were among those cited as reasons for their frustrations.|
|• 25.7% of respondents stated that they are “steaming mad” with communications technology.|
|• 45% of Internet, 23% of landline and 32% of mobile phone users in the country have “moderate or higher levels of distrust” for communications service providers. |
|• 1 out of 4 Filipinos feel that telecommunications companies in the country have not been able to deliver on their promises.|
Such is the state of Philippine telecommunications that it has become fit for parody. One of the top cartoonists in the country even worked with Bayan Telecommunciations to create humorous illustrations depicting the results of the dissatisfaction survey and the frustrations of telco subscribers. Ironically, (although perhaps, justifiably so) Filipinos can’t seem to see the humor in the situation.
TIME FOR A CHANGE
Despite what they perceive to be poor service, 93% will not change their landlines, 72% will not switch to a new Internet service provider and 86% will remain with their current mobile phone service operator. Why? Because majority of Filipinos believe that the situation is not likely to improve soon, so they might as well stick with the provider they’re used to dealing with.
Knowing how many Filipinos are becoming more and more dissatisfied with the telephone and Internet service in the country, maverick telco Bayan Telecommunications Inc. is promising to turn things around and change
the status quo. Through new and unparalleled service programs, the company hopes to show Filipinos that they don’t have to make compromises when it comes to telecommunications and that there are real choices available to them.
Other than being a pioneering leader in technology (the company is the major owner and operator of 1 of the country’s 2 high-capacity fiber optic lines), the telecommunications arm of the country’s largest media conglomerate is also the first to introduce a customer satisfaction guarantee program. The unprecedented program promises to show absolute loyalty to the clients by guaranteeing stable connections, reliable technical support and transparent service.
With a 50-million peso rebate program to back this quick-repair promise, the company assures subscribers that it does not just talk the talk, but also walk the walk. Mr. Fafunwa explains that in their program, if a phone or DSL connection remains un-repaired for more than 24 hours, “a 1-day refund (equivalent to 100 pesos) will be given for every four hours the problem stays unsolved”. If a subscriber’s connection is out for more than 72 hours on the other hand, his or her service fee for the month will be waived.
“By combining pioneering communications technologies with quality service,” says Mr. Fafunwa, “BayanTel is set on revolutionizing telecommunications in the country and bringing out the best in the lives of every Filipino.”
Serving close to half a million