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MANILA, Philippines – Globe publishes high customer scores in several categories when it comes to its mobile and data services. This is based on the latest independent survey conducted in November 2020.
A total of 1,200 respondents participated in the survey.
Most of Globe’s subscribers gave positive responses about their experience on the network.1 using mobile and broadband services and gave the telecommunications company high satisfaction scores in terms of stability and consistency of the Globe network.
The independent survey was conducted by Kantar, the leading market research agency in the Philippines. It was carried out in all urban areas of the Philippines in all regions, men and women aged 13 to 65 in all economic classes. The interviews were randomly sampled in areas where Globe reported improvements to its network infrastructure.
“The survey results validate the improvement efforts we have been implementing despite the many challenges of the pandemic, not to mention the various natural calamities the country has been through in recent weeks,” said Ernest Cu, president and CEO of Globe.
“Ultimately, our customers will have the last word. Your satisfaction and appreciation for the improvements you are experiencing is proof that the investments we have made are yielding the results we wanted. A network that consistently offers better connectivity means more satisfied customers, ”added Cu.
Globe had the highest rating for network reliability in the five regional areas and Visayas customers gave the best rating of 94%, who are extremely reliable and somewhat reliable. Overall, Globe averaged 92% in the five areas surveyed.2
Using the same scale, nine out of 10 respondents responded extremely satisfied or somewhat satisfied based on their experiences of texting and regular incoming and outgoing calls.3
Nearly eight in 10 respondents were also satisfied with the reliability of Globe’s mobile signal and with their overall use of browsing on social media, including online calls and chat. Customers were happy with the use of chat and meeting apps, which is now the norm in most work settings due to the COVID-19 pandemic.4
Customers also said that Globe is the best brand for those who need to be constantly connected to the Internet (85%) and the best partner to experience the Internet (83%).5 Customers are also satisfied with their video requirements such as downloading and streaming / uploading on video streaming sites.
Customers also responded positively not only with their calling, SMS and data experiences. Eight out of 10 respondents said Globe can be trusted for its innovative, updated and improved products and services. It is also the brand that is most generous in data allocations or gigabytes. More importantly, customers say Globe allows them to do everything online.6
Globe’s continuous network rollouts and site updates have also been recognized by international third-party mobile analytics firms Opensignal.7 and Ookla®.
In the latest Opensignal Regional reports released last month, Globe leads the gaming and voice app experience in Calabarzon (Cavite, Laguna, Batangas, Rizal and Quezon).8
The company also performed better in voice applications in Bicol, Central Luzon and Northern Mindanao. Globe is also a joint winner in the two categories in the Bangsamoro Autonomous Region in Muslim Mindanao (BARMM), Cagayan Valley, CARAGA, Cordillera Autonomous Region, Davao, Eastern Visayas, Metro Manila, MIMAROPA (Mindoro, Marinduque, Romblon and Palawan), SOCCSKARGEN (South Cotabato, Cotabato, Sultan Kudarat, Sarangani and General Santos) and Western Visayas.9
Globe is also a joint winner in the Zamboanga Peninsula Voice App Experience, 4G Availability, and Gaming Experience and Voice App Experience, Download Speed Experience, and Gaming Experience. games in Ilocos.10
On the other hand, Ookla®, the world leader in Internet testing and analysis, verified that the telecommunications company has the most consistent 4G network in 13 of 17 regions according to data from the third quarter of 2020.
These regions include Bicol, Cagayan Valley, Calabarzon, Caraga, Central Luzon, Central Visayas, CAR (Cordillera Administrative Region), Eastern Visayas, Ilocos Region, MIMAROPA, Northern Mindanao, SOCCSKSARGEN, and the Zamboanga Peninsula.
In terms of scores, quarterly data from Ookla showed that in terms of the Mobile Consistency Score ™, Globe now enjoys up to 64% consistency in these highly populated areas, approaching the global benchmark of 70% score consistency.
The mobile consistency score measures the number of incidents (viewed as a percentage) from a provider’s samples that meet or exceed both a 5 Mbps download threshold and a 1 Mbps upload threshold.
Furthermore, when comparing download speeds between Q3 2019 and Q3 2020, Ookla data showed that Globe has a 12% higher average download speed for all technologies and an average download speed a 5% higher for 4G / LTE.
Globe was able to obtain 1,857 permits by 2020. These permits enabled Globe to build 1,050 new sites to date and complete 10,876 upgrades to 4G / LTE. Globe expects to complete the construction of 1,300 new cell sites by the end of 2020.
Globe supports the United Nations Sustainable Development Goals (UN SDGs), specifically UN SDG No. 9, which emphasizes the roles of infrastructure and innovation as crucial drivers of economic growth and development.
Globe is committed to upholding the 10 principles of the United Nations Global Compact and the 10 UN SDGs.
1 In response to the question: If you think about your recent network experience during the month of November 2020 (excluding typhoon periods) using your brand of broadband / mobile, how satisfied are you with the stability when performing the following activities? (Stability refers to the consistency of network performance across all activities.)
2 Ibid.
3 Ibid.
4 Ibid.
5 Ibid.
6 Ibid.
7 OpenSignal, a mobile analytics company, is the global standard for measuring the mobile network experience in the real world. Using billions of measurements collected 24/7 from tens of millions of smartphones, OpenSignal analyzes the real-world mobile network experience at the largest scale and frequency in the wireless industry by operator and country, regionally and globally. OpenSignal believes that measuring how the network works directly through the eyes of users is key to building better wireless networks. Network operators, telecom regulators, equipment manufacturers, and analysts use OpenSignal mobile analytics insights to inform industry analysis and make key business decisions. For more information, visit the OpenSignal website (http://opensignal.com/insights).
8 Opensignal Awards – 2020 Global Mobile Network Experience Awards based on independent analysis of mobile measurements recorded during the period of January 1 to June 28, 2019 and 2020. © 2020 Opensignal Limited.
9 Opensignal Awards, Global Mobile Network Experience Awards 2020
10 Opensignal Awards, Global Mobile Network Experience Awards 2020
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