In today’s highly digitalized world, communication services have become an indispensable part of daily life. The stability of internet connectivity and mobile signals has become a primary concern for many, with some even considering the loss of digital connection to be more distressing than missing a meal. In this context, choosing a reliable telecom service provider is more important than ever.
A recent customer complaint report released by the Malta Communications Authority (MCA) provides valuable insights into the telecom landscape. The report indicates a consistent decline in customer complaints since 2021, alongside a gradual decrease in user inquiries from the peak levels of that year. This trend suggests that telecom providers are continuously improving their service quality and responsiveness to customer needs.
In the second half of 2023, the MCA recorded a total of 55 complaints related to internet, television, mobile, and fixed-line services, primarily concerning outages and speed issues. GO received 36 complaints, Melita had 14, while the newcomer EPIC only had 5. Additionally, the MCA conducted mystery shopper tests on the customer service hotlines of various telecom companies, revealing that EPIC excelled with a 98% call answer rate within five minutes and a 90% answer rate within two minutes, significantly outperforming GO and Melita.
These figures are not just mere statistics; they reflect the varying levels of customer satisfaction and trust among different telecom companies, with EPIC standing out as a noteworthy player. Recently, EPIC completed a €40 million network overhaul and was recognized by Ookla Speedtest as having the fastest network in Malta. This may be a key reason why many new users chose EPIC as their service provider in 2023.
Undoubtedly, stable internet and communication services have become essential in our daily lives, supporting everything from work and education to personal communication and entertainment. Telecom companies are no longer just service providers; they have become crucial pillars that support the integration of our digital and physical lives. In this evolving industry landscape, telecom companies bear significant responsibilities. They must not only maintain seamless communication but also ensure that this lifeline remains highly stable and interconnected.
EPIC’s outstanding performance may signal the onset of a new wave of competition in Malta’s telecom market. As user demands continue to rise, customer loyalty will become a critical factor in the competition among telecom providers. Only by consistently enhancing service levels and maintaining a customer-centric approach can companies secure a competitive edge in this fierce market. Looking ahead, we hope to see EPIC’s successful strategies lead to an overall improvement in service quality across Malta’s telecom industry. It is only through the collective efforts of all telecom operators to optimize their services that they can truly meet the growing demands of users and inject robust momentum into the digital development of this Mediterranean island nation.
Communication services have become an essential infrastructure in contemporary society, and EPIC’s remarkable performance in enhancing service quality indicates that Malta’s telecom market is on the brink of a new competitive wave. We believe that in the near future, Malta’s digital transformation process will accelerate, benefiting a wide range of residents and businesses.
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