MOBILE SERVICES
VIVIFI recorded the highest complaint rate of 19 and 23 complaints per 10,000 customers for both August and September for mobile services.
Singtel had the lowest for both months, recording 0.01 and 0.03 complaints per 10,000 subscribers respectively.
Meanwhile, Zero1 resolved all of its mobile services-related complaints within the first five days they were lodged in August and September. In the same time period, Singtel managed to resolve 40 per cent and 70 per cent of such complaints respectively within the first five days they were lodged.
SIMBA kept consumers waiting the longest to speak to a customer service officer on a hotline or live chat in August and September for its mobile services. It kept consumers waiting for an average of 15 minutes in both months.
In comparison, Circles.Life managed to keep average waiting time to 0.08 minutes and 0.10 minutes in August and September respectively.
FIXED LINE SERVICES
For fixed line services, StarHub received the most complaints per 10,000 customers, with 0.33 and 0.14 complaints logged in August and September respectively.
But the telco also scored higher in resolving complaints relating to fixed line services. It resolved 92 and 94 per cent of customer complaints within the first five days they were lodged in in August and September respectively.
Singtel, meanwhile, did not resolve any fixed line services-related complaints within the first five days they were lodged.
In terms of waiting time to speak to a customer service officer on a hotline or live chat, StarHub logged the longest average waiting time of 4.55 minutes in August and M1 made consumers wait an average of 6.50 minutes in September.
