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Personal | July 29, 2023

Ooredoo Registers Solid Results in CRA’s Latest Customer Satisfaction Survey, Demonstrating Fulfilment of Strategic Aim: Upgrading Customers’ Worlds

Doha, Qatar

Ooredoo, Qatar’s telecommunications service provider, has registered solid results in the recent Consumer Satisfaction Survey 2022 conducted by the Communications Regulatory Authority (CRA), demonstrating the company’s strong performance in levels of customer satisfaction.

The survey, which included feedback from over 2,500 individuals across various segments of Qatar’s population, evaluated customer satisfaction with telecom services provided in the country.

Recognising the invaluable role played by CRA, Ooredoo praised the regulator’s unwavering commitment to ensuring customer satisfaction, resolving complaints, and fostering sustainable and fair competition.

Sheikh Ali Bin Jabor Al Thani, Chief Executive Officer, Ooredoo Qatar, said: “CRA’s dedication to upholding the highest standards in the telecoms sector is commendable, as it ensures that customers receive the best possible services and experiences. We extend our sincere gratitude for its efforts in conducting this comprehensive survey and providing valuable insights that help us enhance our services and enable us to continue to meet the evolving needs of our customers.”

The findings of the survey demonstrate Ooredoo’s accomplishment across various customer experience parameters, notably in network voice services and customer service. Customers highly appreciate Ooredoo’s commitment to delivering reliable network coverage and exceptional customer support.

Ooredoo Qatar has scored 81% in the overall satisfaction with telecommunications services. Furthermore, the importance of Ooredoo’s mobile

voice services was highlighted by 72% of respondents, while 70% recognised the significance of its mobile internet services. The survey also revealed that customers expressed satisfaction with Ooredoo’s services, including mobile voice, fixed voice, internet speed, and billing accuracy.

By focusing on providing outstanding customer experiences and excelling in key areas, Ooredoo has established itself as a trusted telecommunications provider that consistently meets the evolving needs of its customers.

Sheikh Ali added: “We are immensely proud of our standing in CRA’s Consumer Satisfaction Survey results. In increasingly competitive markets, our aim is to create outstanding customer experiences and inspiring moments for our customers. These results are testament to our commitment to delivering excellence in everything we do. We will continue to innovate and provide exceptional telecoms products and services that upgrade our customers’ worlds and enable them to stay connected, productive and satisfied.”

Ooredoo’s focus on customer-centric execution led to significant improvements, as demonstrated by CRA’s survey results, and when measured using customer satisfaction scores (CSAT) and net promoter scores (NPS).

The company implemented consistent customer feedback systems and made customer experience a driving factor in employee remuneration. Dedicated programmes were initiated to maintain and enhance performance, while initiatives such as ‘Customer Day’ exposed a diverse range of employees to front-office operations, fostering a culture of continuous improvement.

Ooredoo continues to focus on becoming a fully customer-centric organisation by implementing a holistic approach, meaning enhanced customer interactions and touchpoints. Key customer experience initiatives were launched, including connectivity to social media apps, simplification of the prepaid scratch card portfolio and the introduction of the ‘Roam Like Home’ and ‘Worry-Free Key’ services for summer travellers.

A self-service portal for B2B mobile products improved accessibility and management for business customers, and investments in network infrastructure improved mobile network quality throughout Doha’s industrial area and Lusail.

These initiatives demonstrate Ooredoo’s commitment to providing exceptional customer experiences and delivering reliable connectivity to meet evolving digital needs.