Maltese Telecoms Sees Major Strides In Service Quality With Epic Leading The Charge
In our day-to-day lives, the thought of being without our mobile phones or an internet connection is almost unthinkable. For many, the idea of going without digital connectivity for day is more daunting than going the same day without food or water. This deep dependency underscores the importance of choosing a reliable telecom provider.
The recent Malta Communications Authority (MCA) report into customer complaints offers valuable insights into how well providers are meeting these critical needs.
The report reveals a promising trend: the number of complaints has been consistently decreasing since 2021, with inquiries also diminishing from their peak in the same year. This decline suggests that service providers are progressively enhancing their quality of service and responsiveness to customer needs.
During the last six months of 2023, the MCA recorded 55 complaints related to electronic communications such as internet, TV, mobile, and fixed telephony services, with faults and service speed being the main issues. 36 of the 55 complaints related to services provided by GO, followed by Melita with 14 complaints and Epic with just five complaints.
In assessing the responsiveness of customer service, the MCA also conducted 911 test calls to various telecom customer care lines as part of a mystery shopping exercise. Epic distinguished itself by answering 98% of calls within 5 minutes, with a remarkable 90% of calls answered in just 2 minutes. In comparison, GO plc and Melita Ltd managed 83% and 79% respectively within the five-minute mark.
These figures are more than just numbers; they reflect a broader narrative of customer satisfaction and trust, especially when it comes to Epic, the youngest of the three service providers.
The company recently completed a €40 million rebuild of its entire network and was named as Malta’s fastest network by Ookla Speedtest Awards. It is therefore unsurprising that a majority of new telecoms customers during 2023 chose Epic as their provider.
The lines between our digital and non-digital lives are increasingly blurring, making reliable internet and mobile services not merely convenient, but absolutely essential. As more facets of our daily activities—from work and education to personal communication and entertainment—rely on digital connections, telecom companies transcend their role as mere service providers. They become the crucial lifelines that support our intertwined existence in both digital and physical spaces.
In this evolving landscape, the role of telecom providers is critical. They are not only expected to maintain the flow of communication but to ensure that this lifeline is robust, seamless, and uninterrupted.
The latest findings from the Malta Communications Authority illustrate that while the quality of telecom services is improving, the rate of progress varies across providers. Epic, as the newest entrant in Malta’s telecom sector, has demonstrated a particularly strong commitment to this responsibility. Let’s hope this can become a national trend.
Do you agree with these findings?