Vodafone sets benchmark with €11 million investment in customer service

The investment programme for this financial year is part of a larger on-going capital investment project reflected in the Company’s growth.

Over the past years, Vodafone has continuously invested in having the best network. This has clearly been achieved and the results from independent studies are evidence of this. Vodafone has been investing in the Maltese telecom market for a number of years and has so far put in around €200 million.

“We will be overhauling our CRM systems and this will help us reach our ultimate aim and commitment – to keep providing the best user experience to our customers, and exceeding the existing high scores on customer satisfaction,” said Mr Sharma.

“Our customers already have the best customer experience. They tell us this through surveys which consistently place us in the number 1 position well above our competitors. Moreover, we want our customers to continue recognising that Vodafone has the best network, the best devices, the best plans and a quality customer care, all of which are critical to enjoying a superior experience”.

 “Serious investment helped us remain at the forefront of technology,” said Michel Macelli, Vodafone Malta’s Head of Finance.

“We were the first to deploy 3G with HSDPA in Malta and we also have our own submarine cable linking Malta to the rest of Europe. Last year we upgraded our network to 14.4Mbps in download and expanded the network’s capacity to cater for the increasing traffic generated by USB keys and smartphones. We also completed the upgrade of our radio network and introduced HSDPA and HSUPA technology. ”

Despite the fact that Malta has over 100% mobile penetration, Vodafone, the leading mobile telecom provider believes there is room for growth as trends clearly show the increasing popularity of data, in line with trends in other major European countries.

“Network capability and speed are critical in delivering a superior customer experience,” said Mr Sharma. “Hence our commitment to have the best network and provide the fastest and most reliable nationwide mobile data network in Malta. We are pleased to say that our efforts have been rewarded and confirmed through independent German research agency P3 Communications GmbH.”

Vodafone Malta’s new head of technology, Andrew de la Torre announced that Vodafone Malta has been confirmed as being the operator that provides the fastest file download performance and the fastest file upload performance among all mobile radio networks in Malta. This certification was provided through an independent study conducted by the German company P3 Communication GMbh which is one of Europe’s leading providers of radio network testing, independent measurements and audits of service quality. The tests were carried out in all major localities and on the connecting roads as drive tests and outdoor stationary tests.

Vodafone shows significantly higher mean user data rates in upload and download than that of competitor operators.