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Globe 2012 annual reportempowering you, your way360 Degree Quality Feedback ProgramsWith the introduction of these new channels, Globe hasmarked significant improvement in customer satisfaction andissue resolution resulting in a decrease in repeat calls fromcustomers and about 20% improvement in contact rate.We also continue to listen to the changing needs of ourvarying customers. We did not only launch programs toimprove our customer experience systems and processesbut we also refreshed the Philippine’s most comprehensivebest-in class customer feedback program. Today, thiscomprehensive Customer Loyalty Index (CLI) provides thebusiness with more surveys a month as basis for serviceimprovements and development for future products andservices.To complement the CLI, we wanted to ensure customersatisfaction and immediate issue resolution. In July 2012,we started measuring the First Contact Resolution (FCR)where we monitor and track customers who continue tocontact us within 7 days from the time they first raisedtheir concern. This measure reflects the agent’s efficiencyin handling customers’ issues and helps drive resolution.These initiatives have also translated into a reduction in callvolume because it eliminates the repeat calls and ultimatelydrive higher levels of customer satisfaction. Today, the FirstContact Resolution results improved 6 to 7 points in just sixmonths i.e. care postpaid increased from 79% to 85%.This is only the beginning of showing our commitment tocontinuously improve the way we serve through humanizingthe experience of consumers and build relationships thatmatter. Our focus in the near term is to step-up our onlinepresence to allow for a unique social and collaborativecustomer servicing as well as measure customers’preference as we move forward.Customer Loyalty: A more rewardingexperience with GlobeFor the past three years, Globe Telecom’s rewardsprograms, MyRewards MyGlobe and TM Astig Rewards,successfully engaged subscribers as evidenced by acontinuously growing and expanding base of redeemers.The programs have bannered innovative features that allowsubscribers to enjoy the points they earn not only throughrewards redemption from a wide array of call and textservices, handsets, gift certificates, and gadgets, but alsothrough other schemes beneficial to them.One is through gifting where subscribers can easily redeemrelevant rewards for their family and friends via text. Telcoservices can be redeemed for a friend who has run out ofload, while big ticket items can be gifted to loved ones as apleasant surprise. Some subscribers have also opted to poolpoints with their friends to redeem higher-value rewards.This is possible though the points sharing functionality of therewards program.As more redeemers enjoy their rewards for staying loyal toGlobe, MyRewards MyGlobe continued to offer more as itpartners with the biggest and most widely-used consumerbrands in the market to allow subscribers to use rewardspoints as a form of payment for daily purchases – just likecash. This paved the way for Globe to make rewards pointsmore versatile because it is now accepted as cash in partnerstores and establishments. Subscribers can easily redeemrewards anytime and have more options on what rewardsthey can avail.To date, more than 20 million subscribers have used theirpoints, and ₱4 billion worth of items have been redeemed.Testimonies have been expressed by satisfied subscribers,and social networking sites are abuzz with posts aboutdelightful redemption experiences. MyRewards MyGlobeand TM Astig Rewards have been described as a “Blessingfrom God” as subscribers got their daily purchases as aform of reward. “I was to buy food for my family members,”stated a grateful subscriber. The positive impact the rewardsprograms have impressed on subscribers was translatedto the brands’ churn rates sustained at low levels. Thesubscribers’ continued use of Globe services was alsoreinforced as a result of giving subscribers the type ofrewards no other mobile network can offer.As Globe continues to be aggressive with its acquisitionefforts, its rewards programs will play an equally-significantrole in growing the business by keeping the subscriberbase and providing them with relevant, life-enriching, andworld-class rewards. MyRewards MyGlobe and TM AstigRewards truly exemplify the company’s strong commitmentto customer delight.Retail Channel ExpansionThe company’s Customer First Policy does not only apply toits customers in mass markets, but also to its partners whocare for their business. Partnerships were once again forgedwith various Philippine universities as Globe becomes partof their celebration in major academic events. The AdamsonUniversity during its 80th foundation year launched its ownuniversity SIM, the AdU SIM, as well as the Tattoo U-Stick.The De La Salle University Dasmariñas and Don BoscoSchool also unveiled their Jubilee SIM and Globe-poweredSIM, respectively.Tattoo joined forces with JobStreet, releasing a limited editionTattoo-JobStreet prepaid kit that allows job hunters accessto their website even with zero (0) prepaid balance. Figaropartnered with Tattoo as well, to enable their customers tosurf for free while enjoying a cup of coffee in their stores.Globe has also partnered with Generika Drugstore, one ofthe fast-growing drugstore chains selling quality affordablegeneric medicines in the country, to enable customerswho are buying medicines to also reload their Globe or TMprepaid phones via point-of-sale (POS) technology at anyGenerika check-out counters nationwide.Globe Telecom eyes the expansion of its reload sales partners, in its drive to give more alternatives for Globe Prepaid and TM subscribers totop-up their mobile numbers. The Generika Drugstore chain became the latest prepaid reload partner of Globe in 2012, with all of its POS orcashier terminals equipped to sell airtime load for Globe Prepaid and TM.46 47