The recent market trends report issued by the Malta Communications Authority highlights Melita’s ability in attracting new customers. This positive trend appears in the internet and TV segments where the company has traditionally had the largest market share, as well as in the mobile postpaid market, where it is the second largest provider. In this latter segment, Melita took 43 per cent of new contracts in the first quarter of 2021.
At the same, the latest customer satisfaction research carried out independently for Melita has shown that, compared to other telecom operators in Malta, Melita has the happiest customers. Data includes a Customer Satisfaction Score of 8.9/10 and is backed up by a high tNPS (Transactional Net Promoter Score) of +61. These scores are generated through feedback from customers following an interaction with the company, placing Melita among the top operators in Europe in terms of customer satisfaction.
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Melita Ltd’s customer satisfaction ratings continue to improve as its investments in people, infrastructure, technology and systems keep bearing fruit.
These investments include the recent launch of an AI-powered chatbot on the Melita website which is successfully handling the more routine customer enquiries, giving the customer care team more time to dedicate to queries that require personal attention.
As a result, Melita’s customer satisfaction score has reached an all-time high of 9.1 out of 10 as measured by the international organisation NiceReply. These gains are in line with findings from the latest End User Affairs Report released by the Malta Communications Authority. This report reveals that while the overall number of complaints regarding telecoms providers grew by 45 per cent, the number of complaints regarding Melita declined and Melita customers made the fewest complaints.