Leading telecommunications company, Starcomms Plc., has described the Superbrand award which it won as a challenge to sustain and improve its high quality service delivery that has become a reference point in the industry.
The Chief Commercial Officer of Starcomms, Mr. Tushar Maheshwari while reacting to the news of the award said that the award came as a surprise.
According to him, “one day we just received a letter that we have been given an award. None of us in the company knew that we were going to receive such award. The award indeed was a very pleasant surprise.”
Maheshwari who could not hide his excitement further revealed that the superbrand status was bestowed on Starcomms based on a survey conducted by AC Nielsen, the world’s leading marketing research company on behalf of Superbrands Nigeria Limited.
He said that customer satisfaction, network reliability and social responsibility were some of the parameters used in the selection of Starcomms as the leading CDMA Company in Nigeria adding that the survey showed that the consumer associated with the Starcomms brand.
According to him, a grand revelation of the survey was the fact that Starcomms have consistently retained its leadership position in the CDMA market saying that the survey showed that field interviewers went to the consumers and asked them which brand they associate with.
On what the award means to Starcomms, he said, “the consumer has put his trust on us and given us his support. So we will want that trust and support to be there all year round. That means we cannot relax and so we have to keep moving in all direction in terms of network reliability, customer care and value for money.”
Maheshwari promised that Starcomms will continuously improve upon the standard that gave them the award stressing that his company was able to surmount all the challenges in the industry because “whatever we do, we do it from the perspective of customers’ satisfaction”.
He further disclosed that Starcomms primary focus is on how to make life more convenient for its customers and not just mere promises saying that “that is why we are launching different customers’ focused products such as listen to the Bible and Koran, the self care portal etc”.
Pledging more commitment to the satisfaction of its consumers, he disclosed that Starcomms through innovations have been making life easy for its customers stressing that those who do not use Starcomms mobile phone but have its internet broadband modem, iZAP can now load and check their balance from another mobile phone network via SMS.
In trying to maintain the high standard it has attained over the years, he said that Starcomms has repeatedly done research to find out what the customer feels about its services saying that it strives to benchmark its quality of service with those of other operators in developed countries and operators in Nigeria.
He added that “we also benchmark ourselves against other business organizations in the economy like airlines, hotels, and that is why you see that our products are unique i.e. our multilingual call centre. You can do a lot of request on your own without really getting someone to do it for you. That is a world class solution”.
According him, feedback is also a crucial factor that has endeared telecoms consumers to Starcomms noting that “we have been able to get feedback from our customers through our call centers, our fans page on facebook and visits of our top management to our customers”.
On the relevance of Starcomms recent subscription to Main One undersea Cable, Maheshwari said that the essence is to ensure that Starcomms customers continue to get speedy and reliability internet connection noting that although it currently provides broadband services in Lagos, Port Harcourt, Abuja,Warri, Benin City, Ibadan, Abeokuta, Ilorin,Kaduna Zaria and Jos, we are not going to stop there. We are going to go even to the rural areas just as it is done in other parts of the world”.
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