We write in reference to the opinion article of Mr. Erwin Tulfo’s Point of Impact which was published on Friday, March 6, 2020 at the Manila Standard. Mr. Tulfo wrote about his mobile experience while using the Globe network.
Firstly, we wish to acknowledge Mr. Tulfo’s feedback that his current experience is far from ideal and to some extent has caused him frustration. As a service provider, our customers are important to us. For the past 12 years, we as a company have worked so hard to transition from the traditional telco utility mindset into a customer-centric organization whose number one core value is to Put Customers First. Even with the scale of our operations with over 90 million customers to date, we value the service experience of our customers such that roughly 35 percent of our revenues are ploughed back every year into capital expenditures to enhance, improve and upgrade our network to keep up with our customers’ demand for mobile and fixed line services, and most especially, data services.
Given the strict and rigid requirements of the National Telecommunications Commission, Globe has a call success rate of over 97 percent for 3G and 96 percent for 2G at the National Capital Region, within the standard prescribed by NTC’s Grade of Service (GOS) of 4 percent or four unsuccessful calls for every 100 call attempts. Our Drop Call Rate is lower than 1 percent (3G) and 2 percent (2G), again within the prescribed NTC standard of 2 percent or two dropped calls for every 100 calls.
Be that as it may, we are cognizant of the fact that compliance may not necessarily translate to customer satisfaction. Hence it is our utmost desire to rectify Mr. Tulfo’s experience by extending our service team whom we hope will be given the opportunity to get specific details and have a conversation at his most convenient time so we can improve our services.
Yoly C. Crisanto
Senior Vice President
Corporate Communications
Globe Telecom, Inc.