Customer satisfaction research carried out independently for local telecommunications company Melita has shown that, compared to other operators, Melita “has the happiest customers”.
Melita scored an 8.9 out of 10 in customer satisfaction – a number that is backed up by a TNPS (Transactional Net Promoter Score) of +61.
“The public perception of Melita has improved dramatically since 2017, even among customers of other operators,” Melita CEO Harald Roesch said.
The customer satisfaction scores are generated through feedback from customers following an interaction with the company. Melita’s score places the company among the top operators in Europe in terms of customer satisfaction.
“While, of course, there is still lots of work to be done, these positive results show that the investments made throughout the years in infrastructure, such as our 5G network, in human resources and customer experience, are reaping rewards,” Mr Roesch continued.
A recent market trends report issued by the Malta Communications Authority (MCA) also highlights Melita’s ability to attract new customers. This positive trend appears within the internet and TV segments, where Melita has traditionally enjoyed the largest market share, as well as in the mobile postpaid market, where it is the second largest provider.
“This result was attained thanks to a company wide effort to deliver competitive products and outstanding customer service,” the Melita CEO concluded.
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