IDA survey: consumers generally satisfied with telecom services in Singapore

A recent Consumer Awareness and Satisfaction Survey commissioned by the Infocomm Development Authority of Singapore (IDA) showed that people are generally satisfied with telephone and broadband services here. -- PHOTO: ST FILE
A recent Consumer Awareness and Satisfaction Survey commissioned by the Infocomm Development Authority of Singapore (IDA) showed that people are generally satisfied with telephone and broadband services here. -- PHOTO: ST FILE

SINGAPORE - A recent Consumer Awareness and Satisfaction Survey commissioned by the Infocomm Development Authority of Singapore (IDA) showed that people are generally satisfied with telephone and broadband services here.

Out of a highest score of 5, indicating "very satisfied", fixed line telephone, mobile telephone, fixed broadband and mobile broadband services achieved ratings of above 3.5 across three indicators. These included "quality of service", "price competitiveness of the service offerings" and "variety of services".

In its fifth cycle edition, the survey encompassed 1,500 respondents interviewed door-to-door between December 2013 and March 2014. Local consumers were asked about their awareness, as well as subscription and usage patterns, of the telecommunication services. In addition, they were surveyed on their satisfaction with the services that they had used.

Customers also appeared to be highly aware of extra fees and charges linked to specific services such as early termination, and mobile data roaming.

Only eight per cent of respondents having used a payphone in the preceding six months.

More than half of respondents also had the opinion that payphones were no longer a necessity, with 88 per cent of respondents with this opinion citing that they "already subscribed to a mobile phone".

Consumers expect more to be done, however, especially in terms of customer care, such as reducing waiting times over hotline calls and the resolution of complaints.