Download

Consumer Complaints Bureau

Problems

with your service?
To learn more, click here

Did you know?


SKMM is the regulator for postal services in Malaysia.

The Postal Services Act 1991 seeks SKMM to ensure the high quality conveyance of Postal articles and to protect the interest of users of postal services.


The National Postal Strategy sets out a roadmap for the Malaysian postal and courier sector 

to maintain the relevance of the sector in the overall development of the nation.

Register of Assignments

Magic Map

Want to know what's around you? Check out Magic Map

Event Calendar

  • MCMC
  • KPKK
  • MCMC Regional
  • Public Holidays

Quick Links

Home > Download > Statistics > Consumer Satisfaction Survey

Consumer Satisfaction Survey

The Malaysian Communications and Multimedia Commission regularly conducts independent assessments to gauge consumers' perceptions of the quality of communications and multimedia services. Consumers are requested to rate the various services offered according to their perceptions and based on their experience in using the services, according to the criteria set by the Malaysian Communications and Multimedia Commission.

Based on the results the Malaysian Communications and Multimedia Commission is able to qualitative rate consumer impressions, and their perceptions of the quality of services offered by different service providers. The Consumer Satisfaction Survey is structured in such a way that it enables the Malaysian Communications and Multimedia Commission to make comparative analysis of the services offered by different service providers. Initially the Consumer Satisfaction Survey was only confined to telephony and broadcast services, but since 2002, it has been expanded to also include analysis of postal services.

The Consumer Satisfaction Survey recognises the fact that adherence to technical standards alone is an insufficient measure of the quality of service. Intrinsic quality and perceived quality are two different things especially as consumers are becoming more demanding and informed about the choices available to them. Here the focus is on perceived quality - the customers' perception and experience. In some ways this measure is a subjective one.

The Malaysian Communications and Multimedia Commission conducts the Consumer Satisfaction Survey two times a year.

Below are the latest and past results of the Survey.

Consumer Satisfaction Survey 2011
18/01/2013
Consumer Satisfaction Survey 2010
25/09/2010
Consumer Satisfaction Survey 2009
25/09/2009
Consumer Satisfaction Survey 2007
01/01/2008
Consumer Satisfaction Survey 2006
31/12/2006
Consumer Satisfaction Survey 2004
31/12/2004
Consumer Satisfaction Survey Wave VI,Oct-Nov 2003
01/12/2003
Consumer Satisfaction Survey Wave V,March-May 2003
01/06/2003
Consumer Satisfaction Survey Wave IV,Sept-Oct 2002
01/11/2002
Consumer Satisfaction Survey Wave III,Apr-Jun 2002
01/07/2002
Displaying results 1-10 (of 12)
 |<  < 1 - 2  >  >| 
Share this article
Recent Entries
2H 2012 Postal and Courier Services
02/04/2013
Communications and Multimedia : Pocket Book of Statistics, Q4 2012
27/02/2013
Consumer Satisfaction Survey 2011
18/01/2013
Communications and Multimedia : Pocket Book of Statistics, Q3 2012
18/12/2012
Household Use of the Internet Survey 2011
04/12/2012
Archived Entries

Associate

It is the quality of the human capital that will determine if we can meet our aspirations of achieving a high value, and high income, economy by 2020. As we progress towards becoming a developed nation, we must do our part to equip fellow Malaysians with the skills and knowledge to succeed as a productive member of the knowledge-led economy.

Associate Links :

The listed links are for MCMC Staff ONLY

Industry

Malaysians are now more exposed to the various media platforms than in previous years. As the authority and custodian of the Communications and Multimedia Act 1998, Postal Services Act 2001 and Digital Signature Act 1997, the Commission’s functions and responsibilities are becoming increasingly more apparent and significant.

Services
References
Consumer

Back To Top