Empowering Consumers Through 'Star Rating Award 2016'
31 Oct 2017
CYBERJAYA, 31 October 2017 --- Maxis was the biggest winner at the Public Cellular Service Providers (PCS) “Star Rating Award for 2016”, grabbing three awards at a recognition award ceremony held in Cyberjaya, today.
Maxis was crowned “Best Cellular Service Provider for 2016,” while Tune Talk was named as the “Best MVNO for 2016.”
In the sub-categories, Maxis won “Best Network Investment” and was joint winner with U Mobile in “Best in Compliance to CMA 1998”. Also winning in the sub-categories was Celcom for “Best Consumer Satisfaction” while Digi clinched the title for “Best Quality of Service” category for their excellent performance in Customer Service Quality.
The service providers were categorised into two groups, namely Mobile Network Operators (MNO) and Mobile Virtual Network Operators (MVNO). This is to ensure that they are able to compete with each other on a level playing field and thus creating a more healthy and competitive environment.
Participating MNOs were assessed in four key parameters namely consumer satisfaction, quality of service, network investment and compliance to Communications and Multimedia Act 1998 (CMA 1998). The telco with the most points overall is then crowned “Best Cellular Service Provider”. Except for network investment, MVNOs are also judged on the same categories but with different weightage, to vie for the “Best Mobile Virtual Network Operator” (MNVO) Award.
To ensure that the Award is a compelling tool for consumer empowerment, the voice of consumers via “Consumer Satisfaction” parameters carries the highest weightage. “By giving a louder and a stronger voice for consumers under the award, this can become an effective tool to ensure that the Telcos are responsible for managing consumer expectation. Failing to do so, can significantly impact their overall performance,” said the Chairman of MCMC, Tan Sri Dr Halim Shafie.
The “Star Rating Award 2016” was part of the 14 key action items under the Strategic Consumer Empowerment Plan (2014-2016) by MCMC which is aimed at educating consumers of the types of services offered, championing their rights as well as creating a more effective self-regulatory environment. It is also intended to propel the industry towards being more consumer-centric for the benefit of the end-users.