Customer satisfaction is PLDT Group’s top priority – MVP

MANILA, Philippines — The PLDT Group has reaffirmed its commitment to raising the bar when it comes to customer service.

PLDT chairman and CEO Manuel V. Pangilinan reiterated the company’s unwavering commitment to customer satisfaction, noting that the group is committed to “to putting customers at the heart of everything we do.”

“The success or failure of our company hinges on our customers, and we must always prioritize their satisfaction,” Pangilinan said.

The PLDT Group has been actively working to improve customer service through various initiatives such as streamlining customer care channels and launching experience hubs nationwide.

The group has also been deploying digital solutions to accelerate payment services, expanding fiber and wireless networks as well as creating innovative products and value-packed services.

Also among its initiatives to improve customer service include efforts in protecting customers from fraud and cyber threats, providing swift service restoration and relief during disasters, and leveraging on technology to serve customers.

“It is clear that innovation like AI, bots and recommendation engines are transforming the way we serve our customers. But it is our responsibility to ensure that while we leverage technology, our personal touch remains strong and unmistakable,” Smart Communications COO Anastacio Martirez said.

PLDT CEO Butch Jimenez, on his end, said the group must dedicate to developing the competencies which are necessary for the future.

“As our customers evolve, we must continue to redefine what connectivity means for them, and deliver every service with pusong PLDT,” he said.

PLDT said its efforts in continuously improving customer service is aligned with the group’s broader goal of providing connectivity to all and contributing to the United Nations Sustainable Development Goals.