consumer satisfaction survey 2006...after a lapse of 1 year, the consumer satisfaction survey was...

SSSuuurrruuuhhhaaannnjjjaaayyyaaa KKKooommmuuunnniiikkkaaasssiii dddaaannn MMMuuullltttiiimmmeeedddiiiaaa MMMaaalllaaayyysssiiiaaa Malaysian Communications and Multimedia Commission

Consumer Satisfaction Survey

2006

SUMMARY REPORT

T A B L E O F C O N T E N T S

A . B a c k g r o u n d 1

B. Sampling and Methodology 2

C. Geographical Coverage 4

D. Consumer Satisfaction Index (CSI) 5

E. Research Findings 6

Executive Summary 6

F. Detailed Findings 9

Section 1 : Fixed Line Telephone Services 9

Section 2 : Cellular Services 11

Section 3 : Public Payphone Services 12

Section 4 : Dial Up Internet Services 13

Section 5 : Broadband Internet Services 15

Section 6 : Digital Leased Line Services 17

Section 7 : Free-to-Air Radio 18

Section 8 : Free-to-Air TV 19

Section 9 : Pay TV 21

Section 10: Postal Services 22

Section 11: Courier Services 23

- 1 -

A . BA CKGROUND

Since 2001, the MCMC has been conducting the Consumer

Satisfaction Survey (CSS) once every six months. By end of 2005,

the Malaysian Communications and Multimedia Commission

(MCMC) had conducted a total of 7 surveys.

The consumer survey forms a major part of MCMC’s quality of

service monitoring and is considered one of the benchmark

(consumer’s perspective) on the level of satisfaction of the various

services provided to them. The results of the survey presents an

insight into the consumers’ perceived level of the services offered

by the various service providers.

The CSS study covered fixed line (including public payphone)

telephone services, mobile telephone services, Internet access

services, free to air television, free to air radio, pay television,

postal and courier services.

As a target for the industry in improving service quality in the

communications and multimedia industry, MCMC, has established

the Consumer Satisfaction Index (CSI) as part of the Framework

for Industry Development (FID) 2002-2007. The target CSI are as

shown in the table below.

T A B L E 1

Key Pe r f o rmance I nde x f o r F r amewo r k f o r I ndus t r y Deve l opment

KPI (FID 2002 – 2007) CSI

Mobile Cellular * 3.5

Fixed Line * 3.5

Free to Air TV 4

Dial Up Internet * 3.5

Postal 4

Courier 4.5

Note : * The specified CSI was based on 10 point scale. As the current survey uses a 5 point scale, the

equivalent calibrated CSI for the 5 point scale is 3.5

Source : MCMC Framework for Industry Development (2002 - 2007)

In 2001, MCMC conducted two CSS through Taylor Nelson Sofres

(TNS). The first survey (Wave 1) was conducted between

February and April 2001, with their findings released in June 2001.

- 2 -

The second survey (Wave 2) was conducted between August and

October 2001 and their findings were released in November 2001.

For the year 2002, two CSS were also conducted (Waves 3 and 4)

through TNS and University Kebangsaan Malaysia (School of

Communication and Media Studies). The two parties conducted

different sections of the CSS. The fourth study was conducted

between September and October 2002, with the findings released

in December 2002.

In 2003, MCMC again carried out two CSS. Wave 5 was conducted

by TNS and UKM throughout the months of April and June 2003,

while Wave 6 was conducted by the International Islamic

University Malaysia Entrepreneurship & Consultancies Sdn Bhd

together with UKM.

A nationwide survey continued to be conducted by MCMC in the

second half of 2004 to measure the consumer satisfaction levels

of services provided in the communications and multimedia

industry. The CSS 2004 (now an annual exercise) was conducted

entirely by Taylor Nelson Sofres (TNS). Two main respondent

segments were covered i.e. the residential and commercial

segments, with eleven product categories evaluated. The survey

was carried out between the months of August and December

2004.

After a lapse of 1 year, the Consumer Satisfaction Survey was re-

initiated by MCMC. The 2006 survey was wholly conducted by IDC

Malaysia (IDC), based on the existing methodology, primarily

conducted using Computer Assisted Telephone Interviews (CATI)

and supplemented with Face to Face Interviews. The survey was

carried out between the months of October and December 2006.

The latest survey however had an increased targeted sample of

35,823 respondents, as compared to the previous CSS conducted

in 2004, which had a sample size of 9,940 achieved.

B . S AMP L IN G AND M E THODOLOG Y

A total of eleven service categories (14 surveys) were covered for

this study as listed in the table below, with separate residential

and commercial respondent segments. Certain service categories

were asked on both the residential and commercial segments,

whereas certain categories were asked only on one segment i.e.

residential or commercial depending on the nature of the service

usage.

Two methods were used in data collection i.e. Computer Assisted

Telephone Interviews (CATI) and Face-to-Face Interviews (F2F).

Face-to-face interviews were conducted in addition to telephone

interviews in certain service categories to ensure that the survey is

- 3 -

representative of the universe, as telephone penetration is low in

some geographical areas.

To reflect the population distribution of various subscribers, the

responses from the 2006 Consumer Satisfaction Survey 2006 was

weighted based on the following, sourced as at September 2006.

� Service provider's subscriber population; or

� Customer base by region using subscriber or customer

population based on national statistics.

The table below summarizes the service categories covered in this

study, indicating the segments and service provider(s) covered,

interview method and sample size achieved.

T A B L E 2

Se r v i c e ca t e go r i e s co ve red i n CSS 2006 , i nd i ca t i n g t he se gment s a nd

s e r v i c e p ro v i de r ( s ) c ove re d , i n t e r v i ew me t hod and s amp l e s i ze

a c h i e ved

No Service Segment Service

Provider

Interview

Method

2006 - Sample

Achieved

1 Residential

Telekom

Malaysia

CATI 2,329

2 Telekom

Malaysia

CATI 2363

3

Fixed Line Residential

Commercial

Time dotCom CATI 1,200*

4 Maxis CATI 2,384

5 Celcom CATI 2,386

6

Cellular Services Adults Age 15

and Above

Digi CATI 2,327

7 TM F2F 2,383

8

Public Payphone Adults Age 15

and Above Time Reach F2F 2,496

9 TM Net CATI 1,160

10

Residential

Jaring CATI 361*

11 TM Net CATI 481

12

Dial Up Internet

Commercial

Jaring CATI 363*

13 TM Net CATI 1,376

14

Broadband

Residential

Jaring CATI 370

- 4 -

T A B L E 2

Se r v i c e ca t e go r i e s co ve red i n CSS 2006 , i nd i ca t i n g t he se gment s a nd

s e r v i c e p ro v i de r ( s ) c ove re d , i n t e r v i ew me t hod and s amp l e s i ze

a c h i e ved

No Service Segment Service

Provider

Interview

Method

2006 - Sample

Achieved

15 Commercial TM Net CATI 1,092

16 Digital Leased Lines Commercial All CATI 298

17 Free to Air Radio Residential All CATI/ F2F 2,338

18 Free to Air TV Residential All CATI/ F2F 2,383

19 Pay TV Residential Astro CATI 2,325

20 Postal

Adults Age 15

and Above

Pos Malaysia F2F 2,307

21 Courier Services Commercial All CATI 2,357

*Sample not completed due to database exhaustion. With MCMC’s consent, no

additional samples were required

Source: MCMC Consumer Satisfaction Survey 2006

C . G EOGRAPH I C A L CO V ER AG E

The CSS was a nationwide study covering Peninsular Malaysia,

Sabah and Sarawak. In terms of regional analysis, the following

states are covered in each region.

� Northern – Perak, Penang, Kedah and Perlis

� Central – Kuala Lumpur, Selangor and Negeri Sembilan

� Southern – Melaka and Johor

� East Coast – Pahang, Kelantan & Terengganu

� Sabah

� Sarawak

- 5 -

D . CON SUMER S A T I S F A C T ION I N D EX ( C S I )

F IGURE 1

Consume r Sa t i s f a c t i o n I nde x (CS I ) Ca l cu l a t i o n

Mode l


I n t he s u r ve y , r e sponden t s we re a s ked t o r a t e

t he i r s a t i s f a c t i o n o n t he pe r f o rmance o f t he

p roduc t a nd s e r v i c e s o f t he se r v i c e p ro v i de r

a c co rd i ng t o t he f o l l ow i ng r a t i ng :

1 . Poo r

2 . F a i r

3 . Good

4 . Ve r y Good

5 . E xce l l e n t

Overall Satisfaction

(1-5)

The Average of all

Weighted Performance Scores (1-5)

CSI

Score

CSI = Mean Weighted Performance + Mean Overall Satisfaction

2

The CSI Score is derived by the sum of “The average of

Weighted Performance Scores(1-5)” and mean

overall satisfaction score, which will then be divided

by twoOverall

Satisfaction (1-5)

The Average of all

Weighted Performance Scores (1-5)

CSI

Score

CSI = Mean Weighted Performance + Mean Overall Satisfaction

2

The CSI Score is derived by the sum of “The average of

Weighted Performance Scores(1-5)” and mean

overall satisfaction score, which will then be divided

by two

- 6 -

E . R E S E AR CH F I ND I NG S

1. It is to be noted that the CSS 2006 targeted a much larger

sample then ever previously targeted

2. Within each service category, the respondents were asked to

evaluate a list of attributes. Please note that under ‘Customer

Priority Areas’, only the attributes that have been identified as

priority are listed, and not necessarily all the attributes that

have been evaluated.

3. When making comparative analysis with previous surveys,

consideration on period of study, sampling, demographic

profile, methodology, approach and geographic coverage need

to be taken into perspective.

E x e c u t i v e S u mm a r y

F I GUR E T A B L E 2

CS I S co r e s b y P ro duc t Ca t ego r y ( Re s i den t i a l )


2 .88

3 .09

3 .523 .38

3 .24

3 .563 .41

3 .1

2 .832 .74

3 .03

3 .49 3 .5 3 .55 3 .57 3 .553 .71 3 .69

3 .4

3 .14 3 .123 .26

3 .08

3 .2 3 .35

3 .46

3 .34

1 .0

1 .5

2 .0

2 .5

3 .0

3 .5

4 .0

4 .5

5 .0

Fixed L

ine T

M

Payp

hone TM

Payp

hone Tim

e

Maxis

Cel

com

Dig

i

Posta

l

FTA R

adio

FTA T

V

Pay

TV - Astr

o

Dia

l up T

M N

et

Dia

l Up J

aring

BB T

M N

et

BB J

aring

2004 2006

Payphone

2006 : 3.50

Cellular

2006 : 3.56

Dial Up

2006: 3.12

Broadband

2006 : 3.20

2 .88

3 .09

3 .523 .38

3 .24

3 .563 .41

3 .1

2 .832 .74

3 .03

3 .49 3 .5 3 .55 3 .57 3 .553 .71 3 .69

3 .4

3 .14 3 .123 .26

3 .08

3 .2 3 .35

3 .46

3 .34

1 .0

1 .5

2 .0

2 .5

3 .0

3 .5

4 .0

4 .5

5 .0

Fixed L

ine T

M

Payp

hone TM

Payp

hone Tim

e

Maxis

Cel

com

Dig

i

Posta

l

FTA R

adio

FTA T

V

Pay

TV - Astr

o

Dia

l up T

M N

et

Dia

l Up J

aring

BB T

M N

et

BB J

aring

2004 2006

Payphone

2006 : 3.50

Cellular

2006 : 3.56

Dial Up

2006: 3.12

Broadband

2006 : 3.20

- 7 -

F I GUR E 3

CS I S co r e s b y P ro duc t Ca t ego r y ( Commer c i a l )


Note: In categories where there were more than one service

provider being evaluated, the indices stated above are at the

industry level.

Out of the 14 surveys covered in this study, the highest industry

index was obtained by Free-to-Air Radio, which achieved 3.71.

This was followed by free-to-air TV that achieved 3.69 against the

FID target of 4.0 and payphone with an index of 3.50.

As an industry, dial-up Internet customers were least satisfied

especially among the commercial sector with an index of 3.10

which is less than satisfactory compared to the industry

benchmark of 3.5.

Based on the FID, only Cellular services have met or exceeded the

target set by MCMC:

The services, which have yet to achieve the FID target but have

shown improvement, are:

� Fixed Line Services

� Dial Up Internet Services

� Free-to-Air TV Services

� Postal Services

2 .9 4

3 .2 2 3 .2 2

2 .6 5 2 .6 92 .8 4

3 .0 4

3 .3 53 .5 4 3 .4 5

3 .1 3 .0 9 3 .1 7

3 .5 8

1 .0

1 .5

2 .0

2 .5

3 .0

3 .5

4 .0

4 .5

5 .0

Fixed L

ine

TM

Fixed L

ine

Time d

otC

om

Couri

er

Dia

l Up T

M N

et

Dia

l Up J

aring

Bro

adband T

M N

et

Dig

ital

Lease

d line

2004 2006

Fixed Line

2006 : 3.41Internet Dial Up

2006 : 3.10

N=8,154

2 .9 4

3 .2 2 3 .2 2

2 .6 5 2 .6 92 .8 4

3 .0 4

3 .3 53 .5 4 3 .4 5

3 .1 3 .0 9 3 .1 7

3 .5 8

1 .0

1 .5

2 .0

2 .5

3 .0

3 .5

4 .0

4 .5

5 .0

Fixed L

ine

TM

Fixed L

ine

Time d

otC

om

Couri

er

Dia

l Up T

M N

et

Dia

l Up J

aring

Bro

adband T

M N

et

Dig

ital

Lease

d line

2004 2006

Fixed Line

2006 : 3.41Internet Dial Up

2006 : 3.10

N=8,154

- 8 -

� Courier Services

The services, which do not have FID target and have shown

improvement, are:

� Pay TV Services

� Free-to-Air Radio Services

� Digital Leased Line Services

� Broadband Services

� Payphone Services

Residential consumers are generally satisfied with the quality of

cellular services and payphone services. While other services such

as fixed line, free-to-air TV, postal and internet dial-up showed

improvement, they still were below the FID target set by MCMC.

In the commercial category, consumers were generally satisfied

with the quality of fixed line services from Time dotCom, while

others showed marked improvements, notably fixed line services

from Telekom Malaysia (TM) and Digital Leased Lines (from both

TM and Time dotCom).

- 9 -

F . D E T A I L E D F I ND I NG S

S e c t i o n 1 : F i x e d L i n e T e l e p h o n e

S e r v i c e s

F I GUR E 1

F i xed L i ne Te l e phone Se rv i c e s Consumer

Sa t i s f a c t i o n I nde x

3.46 3.41 3.35 3.54

0.00.51.01.52.02.53.03.54.04.55.0

Residential

Fixed Line TM

(N=2,329)

Commercial

Fixed Line

Industry

(N=3,563)

Commercial

Fixed Line TM

(N=2,363)

Commercial

Fixed Line Time

(N=1,200)

(Index)

FID = 3.5


Both the residential and commercial segments are covered in the

evaluation of Fixed Line Services. Only TM has been evaluated for

the residential segment, while the commercial segment includes

both TM and Time dotCom.

Residential Customers

At the industry level, the residential segment scored below the

stated FID of 3.5 with a score of 3.46. By regions, the highest

indices were scored by Northern region at 3.54, while the lowest

indices were recorded by Sabah at 3.35.

Residential Customer Priority Areas

Nineteen attributes were asked to the residential respondents.

Based on the rating by the respondents, the key areas for

improvement by the service provider were identified as well as

issues which are important to them. They are shown in the table

below.

- 10 -

T A B L E 3

F i xed L i ne Consumer Se r v i c e s

T op 3 Impo r t an t I s sue s a nd A r ea s f o r Imp ro vement

No Key areas for improvement Top important issues

1 Keeps customers informed about when services

will be performed

Provides good network quality

2 Speed of handling complaints Provides reasonable charges

3 Effectiveness of handling complaints Provides accurate billing e.g. correct rate,

amount, address, no double billing


Commercial Customers

Compared to the residential segment, evaluation among

commercial respondents recorded a lower index of 3.41. Central

region performed the highest at 3.46, while the lowest scores were

recorded by Sabah at 3.29.

Overall, TM obtained an index of 3.35 while Time dotCom obtained

3.54.

Commercial Customer Priority Areas

Nineteen attributes were asked to the commercial respondents.




below.

T A B L E 4

F i xed L i ne Comme rc i a l S e r v i c e s



1 Keeps customers informed about when services

will be performed


2 Ease of speaking to a service agent (in person or

through a telephone call)

Provides accurate billing e.g. correct rate,

amount, address, no double billing

3 Speed of handling complaints Provides reasonable charges


- 11 -

S e c t i o n 2 : C e l l u l a r S e r v i c e s

F I GUR E 2

Ce l l u l a r Se rv i ces Consumer Sa t i s f a c t ion Index

3.56 3.55 3.57 3.55

0.00.51.01.52.02.53.03.54.04.55.0

Industry

(N=7,097)

Maxis (N=2,384) Celcom

(N=2,386)

Digi (N=2,327)

(Index)

FID = 3.5


Cellular services was evaluated by adult’s age 15 years old or older

and conducted on users of Maxis, Celcom and Digi. Questions

specific to pre-paid or post-paid service were only asked to post-

paid and prepaid user groups respectively.

Overall industry cellular services performed well with an index of

3.56. All cellular operators performed relatively well, above the 3.5

FID, with Celcom at 3.57, Digi at 3.55 and Maxis at 3.55.

Customer Priority Areas

Nineteen attributes were asked to the residential respondents.




below.

T A B L E 5

Ce l l u l a r Se r v i c e s



1 Attractiveness of promotion Provides good network quality

2 Services provided are as advertised Geographical network coverage

- 12 -

T A B L E 5

Ce l l u l a r Se r v i c e s



3 Ease of speaking to a service agent (in person

or through a telephone call)

Ease of reload.


S e c t i o n 3 : P u b l i c P a y p h o n e S e r v i c e s

F I GUR E 3

Pub l i c Payphone Consumer Sa t i s f a c t ion Index

3.50 3.49 3.50

0.00.51.01.52.02.53.03.54.04.55.0

Industry (N=4,879) TM (N=2,383) Time Reach (N=2496)

(Index)

Source : MCMC Consumer Satisfaction Survey 2006

Public payphones was only evaluated on adult’s age 15 years old

or older. Evaluation was conducted on two service providers i.e.

TM and Time Reach

At industry level, public payphones performed well at an index of

3.50. Regional analysis shows that there is a large variance

between regions with Sarawak having the highest index of 3.94

and the Eastern region with the lowest index of 3.29.

When looking at specific service providers, index for TM is 3.49,

while Time scores at 3.50.


Six attributes were asked to the respondents. Based on the rating

by the respondents, the key areas for improvement by the service

- 13 -

provider were identified as well as issues which are important to

them. They are shown in the table below.

T A B L E 6

Pub l i c P a yphone Se rv i c e s



1 Ensuring all public payphones are in good

working condition

Ensuring all public payphones are in good

working condition

2 Provides instructions on how to make calls Provides good network quality

3 Provides reasonable charges Ensuring public payphones are easy to find


S e c t i o n 4 : D i a l U p I n t e r n e t S e r v i c e s

F I GUR E 4

D i a l -Up I n t e r ne t Consume r Sa t i s f a c t i o n I nde x

3.093.103.103.123.143.13

0.00.51.01.52.02.53.03.54.04.55.0

Residential

Industry

(N=1,521)

Residential

TMNet

(N=1,160)

Residential

Jaring

(N=362)

Commercial

Industry

(N=844)

Commercial

TMNet

(N=481)

Commercial

Jaring

(N=363)

(Index)

FID = 3.5


Dial-up Internet is covered in both the residential and commercial

segments. Consumer satisfaction evaluation was conducted on

users of TM Net and Jaring.

- 14 -



stated FID of 3.5 with a score of 3.13. Between regions, the

highest indices were scored by Northern region at 3.31, while the

lowest indices were recorded by Southern region at 3.02.

Overall, Jaring obtained an index of 3.12 while TM Net obtained

3.14


Twenty one attributes were asked to the residential respondents.




below.

T A B L E 7

D i a l Up I n t e r ne t Consume r Se r v i c e s



1 Speed of internet access Speed of internet access




3 Effectiveness of handling complaints Ease of log in




commercial respondents recorded a lower index of 3.10. Eastern


recorded by Northern region at 3.02.


3.10.


Twenty one attributes were asked to the commercial respondents.




below.

- 15 -

T A B L E 8

D i a l Up I n t e r ne t Comme rc i a l Se r v i c e s



1 Speed of internet access Speed of internet access



Provides good network (OR transmission) quality

3 Ease of log in Ease of log in


S e c t i o n 5 : B r o a d b a n d I n t e r n e t S e r v i c e s

F I GUR E 5

B ro adband I n t e r ne t Cu s t ome r Sa t i s f a c t i o n I nde x

3.22 3.26 3.173.07

0.00.51.01.52.02.53.03.54.04.55.0

Residential

Industry

(N=1,746)

Residential

TMNet

(N=1,376)

Residential

Jaring (N=370)

Commercial

TMNet

(N=1,092)

(Index)

Source : MCMC Consumer Satisfaction Survey 2006

Broadband Internet was evaluated among TM Net and Jaring users

for residential segments. For the commercial segment, TM Net was

the only service provider evaluated. Overall, broadband Internet

performs better than dial-up Internet. The residential and

commercial segments scored 3.22 and 3.18 respectively.



stated FID of 3.5 with a score of 3.13. Between regions, the

- 16 -

highest indices were scored by Northern region at 3.38, while the

lowest indices were recorded by Sabah at 3.14.


3.26


Twenty six attributes were asked to the residential respondents.




below.

T A B L E 9

B ro adband I n t e r ne t Consume r Se r v i c e s



1 Attractiveness of promotion Speed of internet access

2 Quality of other services e.g. Broadband voice,

Anti-spam, WiFi access OR pay-per-view




Ease of log in



For the commercial segment, only TM Net was evaluated.


commercial respondents recorded a higher index of 3.22. Southern


recorded by Sabah at 3.02.


Twenty-six attributes were asked to the commercial respondents.




below.

- 17 -

T A B L E 1 0

B ro adband I n t e r ne t Comme rc i a l S e r v i c e s



1 Quality of other services e.g. Broadband voice,

Anti-spam, WiFi access OR pay-per-view

Speed of internet access

2 Attractiveness of promotion Ease of log in

3 Reasonable start up charges e.g. modem

installation cost



S e c t i o n 6 : D i g i t a l L e a s e d L i n e S e r v i c e s

F I GUR E 6

D i g i t a l L ea sed L i n e Consume r Sa t i s f a c t i o n I nde x

3.58

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0

Industry (N=298)

(Index)


Evaluation for Digital Leased Lines was only conducted among the

commercial respondents. At industry level, this service category

scored a good satisfaction index of 3.58. Due to the small sample,

regional analysis and analysis by network provider is not provided.


Twenty-two attributes were asked to the commercial respondents.



- 18 -


below.

T A B L E 1 1

D i g i t a l L ea sed L i n e Se r v i c e s



1 Reasonable start up charges e.g. modem

installation cost


2 Provides reasonable charges Geographical network coverage

3 Services provided are as advertised Promptness of activation/reactivation of service,

e.g. service activation after registration OR

continuous service reconnection when due

amounts are paid


S e c t i o n 7 : F r e e - t o - A i r R a d i o

F I GUR E 7

F ree - t o -A i r Rad i o Consume r Sa t i s f a c t i o n I nde x

3.71

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0

Industry (N=2,338)

(Index)


Evaluation for free-to-air radio was only conducted among the

residential respondents. At the industry level, this service category

obtained an index of 3.71. Regional analysis shows that there is a

large variance between regions with Sabah having the highest

- 19 -

index of 4.25, and the Eastern region having the lowest index of

3.49.


Six attributes were asked to the residential respondents. Based on

the rating by the respondents, the key areas for improvement by

the service provider were identified as well as issues which are

important to them. They are shown in the table below.

T A B L E 1 2

F ree t o A i r R ad i o Se r v i c e s



1 Provides a good balance of programs and

advertisements

Provides good transmission quality

2 Provides objective and independent information

to people

Provides a variety of programmes

3 Provides good entertainment for everyone Provides good entertainment for everyone


S e c t i o n 8 : F r e e - t o - A i r T V

F I GUR E 8

F ree - t o -A i r TV Consumer Sa t i s f a c t i o n I nde x

3.69

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0

Industry (N=2,383)

(Index)

FID = 4.0


- 20 -

Evaluation for free-to-air TV was only conducted among the

residential respondents. At industry level, this service category

obtained an index of 3.69, below the FID of 4.0. Regional analysis

shows Sarawak having the highest index of 4.18, and the Eastern

region has the lowest index of 3.46.


Ten attributes were asked to the residential respondents. Based on

the rating by the respondents, the key areas for improvement by

the service provider were identified as well as issues which are


T A B L E 1 3

F ree t o A i r TV Se r v i c e s



1 Provides a good balance of programs and

advertisements

Provides good network transmission quality

2 Provides sufficient vernacular programming Provides customers with good quality content in

their programs

3 Quality of subtitles Provides objective and independent information

to people


- 21 -

S e c t i o n 9 : P a y T V

F I GUR E 9

Pay TV Consume r Sa t i s f a c t i o n I nde x

3.40

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0

Astro (N=2,325)

(Index)


Evaluation for pay TV was conducted among Astro customers, and

only covered the residential segment. Overall Astro obtained an

index of 3.4, with the Northern and Eastern region obtaining the

highest index of 3.46. The Southern and Central region obtained

the lowest scores of 3.34.


Thirty-six attributes were asked to the residential respondents.




below.

T A B L E 1 4

Pay TV Se r v i c e s



1 Frequency of repeated shows / programmes Provides good network transmission quality

2 Censorship on Astro programmes Provides customers with good quality content in

their programs

3 Ease of speaking to a service agent (in person or Provides sufficient modes of paying bills e.g.

- 22 -

T A B L E 1 4

Pay TV Se r v i c e s



through a telephone call) credit card, cheque, cash, online, etc.


S e c t i o n 1 0 : P o s t a l S e r v i c e s

F I GUR E 1 0

Pos t a l Co nsumer Sa t i s f a c t i o n I nde x

3.34

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0

Industry (N=2,357)

(Index)

FID = 4.0


Evaluation for postal services was conducted among Pos Malaysia

customers and only covered the residential segment. This service

category performed relatively good with an index of 3.34. Regional

analysis shows Northern region with the highest index of 3.43 and

Sarawak with the lowest index of 3.29.


Eight attributes were asked to the residential respondents. Based

on the rating by the respondents, the key areas for improvement

by the service provider were identified as well as issues which are


- 23 -

T A B L E 1 5

Pos t a l Se r v i c e s



1 Ensuring shorter waiting time in the counter in

the post office

Delivers letters/parcels correctly according to

address

2 Provides efficient or fast services in the post

office

Handle your letters and parcels with care e.g.

not bending, closing post box so it doesn't get

wet in rain

3 Provides friendly services in the post office Provides reliable and timely service e.g. ensure

delivery on time


S e c t i o n 1 1 : C o u r i e r S e r v i c e s

F I GUR E 1 1

Cour i e r Consume r Sa t i s f a c t i o n I nde x

3.45

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0

Industry (N=2,357)

(Index)

FID = 4.5


Evaluation for courier services was only conducted among the

commercial respondents. This service category achieved a

satisfaction index of 3.45, although lower than the industry

benchmark of 4.5. Sarawak obtained the highest index of 3.46,

while Sabah obtained the lowest indices, with 3.36.

- 24 -


Fourteen attributes were asked to the commercial respondents.




below.

T A B L E 1 6

Cour i e r Se r v i c e s





Provides a sense of confidentiality and security

in your transactions

2 Effectiveness of handling complaints Provides reliable and timely service e.g. ensure

delivery on time

3 Speed of handling complaints Provides good coverage areas of delivery


consumer satisfaction survey 2006...after a lapse of 1 year, the consumer satisfaction survey was...

Documents