Dedication to customer service, improved network quality keys to PLDT Home growth

Underscoring its commitment to customers, PLDT Home continues to work towards its goal to connect every Filipino home with fiber and support their connectivity needs.

41-year-old fire safety officer Telford Rizarri from Cebu has been a PLDT subscriber for 25 years and remains satisfied with the Company's customer service

As of end-September, PLDT Home’s subscribers have increased to 3.24 million, having added 489 thousand new fiber subscribers from end December 2021. PLDT has also rolled out 1.29 million fiber ports nationwide in the first nine months of the year, and improved customer service channels to enhance the experience of subscribers even in the regions, just like 41-year-old fire safety officer Telford Rizarri from Lapu-Lapu City in Cebu.

A PLDT subscriber for 25 years, Rizarri subscribed to PLDT because of the communication needs of his family. In 2019, he availed of a PLDT Home fiber plan, which he upgraded in 2020 when the pandemic changed the way Filipinos studied and worked.

“We were able to use the internet for my son’s classes and my virtual meetings since I work from home twice a week. My parents, who are both 73 years old, also benefited from the service and used it to communicate with my sister in Germany and our relatives and friends,” shared Rizarri.

In September, he sent an email to PLDT President and CEO Alfredo S. Panlilio to share his experience and thank the PLDT team for quickly addressing his billing issue.

“I really appreciate the efforts and dedication of the team that helped me with my concern. Hindi po parating perfect ang serbisyo na nae-experience natin, pero salamat kasi they persevered in solving my concerns,” he shared. “We chose to remain loyal to PLDT... ang nasisigurado ko lang, satisfied kami sa customer service ng PLDT,” he added.

This year, PLDT has ramped up digital channels to empower its customers with more convenient ways to pay bills, report service issues, track service repair tickets and new applications, and monitor service interruptions.

PLDT, along with its wireless unit Smart Communications, Inc. (Smart), also recently conducted their first-ever nationwide Customer Experience Congress to transform the group’s entire workforce, reiterating their commitment to put the customers at the heart of the organization.

“We are developing a relationship with our customer that goes beyond price and product, that will help differentiate PLDT from competition. By being reliable, safe, secure, accessible, fast, and personable, these are the attributes we want PLDT to be known for,” said Jeremiah de la Cruz, Head, Consumer Business – Home.

PLDT continues to modernize and roll out its network in underserved areas, particularly in the regions. As of end-September, PLDT had expanded its total fiber footprint to over 1.09 million kilometers, consisting of over 231,000 kilometers of international fiber and almost 860,000 kilometers of domestic fiber.

As a result, the country’s broadband speeds are now among the fastest in the region. Based on the latest Speedtest Global Index report from internet analysis firm Ookla, the Philippines ranks fifth in terms of median download speeds among Southeast Asian countries.