Innovation to increase telco customer satisfaction eyed

A focus on people and customers rather than solely on products is the newest strategy that is shaping a telecommunications company to greater heights and an unmeasurable impact on millions of Filipinos.

This comes as Globe Telecommunications president and CEO Carl Cruz disclosed that in the first quarter of 2025, data services accounted for 87 percent of Globe's total service revenues, an increase from 85 percent in the previous year.

This indicates a strong shift toward a digital-first lifestyle among Filipinos, which Globe aims to facilitate, even as Globe's mobile subscriber base grew to 61.6 million by the end of March 2025, up 5 percent from 58.8 million a year earlier.

Meantime, broadband customers also increased to 1.83 million during the same period, compared to 1.72 million last year.

"We’re not just going digital for the sake of it," Cruz said. "We’re building solutions that reflect real needs, real affordability, and real stories of connection. That means helping students with their online learning, helping an overseas Filipino worker see their family over a clear video call, or allowing small businesses to receive payments digitally. These moments are what matter.”

This customer-centric approach appears to be resonating because as of April, GFiber Prepaid (GFP) achieved a Net Promoter Score (NPS) of 67, signaling high satisfaction and trust among budget-conscious households.

Meanwhile, GFP continues to influence the home connectivity market, demonstrating a 70 percent reload rate -- the highest among prepaid fiber brands -- and a significant 53 percent quarter-on-quarter subscriber growth.

This expansion into income-challenged households suggests a strong demand for affordable, on-demand fiber internet.

"These numbers are indicative that customers prefer our service," Cruz said. "We’ll keep innovating, investing, and pushing technology forward, but always with the customer in mind. When you build with empathy, the impact follows."