Consumer Satisfaction Survey

The Malaysian Communications and Multimedia Commission regularly conducts independent assessments to gauge consumers' perceptions of the quality of communications and multimedia services. Consumers are requested to rate the various services offered according to their perceptions and based on their experience in using the services, according to the criteria set by the Malaysian Communications and Multimedia Commission.

Based on the results the Malaysian Communications and Multimedia Commission is able to qualitative rate consumer impressions, and their perceptions of the quality of services offered by different service providers. The Consumer Satisfaction Survey is structured in such a way that it enables the Malaysian Communications and Multimedia Commission to make comparative analysis of the services offered by different service providers. Initially the Consumer Satisfaction Survey was only confined to telephony and broadcast services, but since 2002, it has been expanded to also include analysis of postal services.

The Consumer Satisfaction Survey recognises the fact that adherence to technical standards alone is an insufficient measure of the quality of service. Intrinsic quality and perceived quality are two different things especially as consumers are becoming more demanding and informed about the choices available to them. Here the focus is on perceived quality - the customers' perception and experience. In some ways this measure is a subjective one.

The Malaysian Communications and Multimedia Commission conducts the Consumer Satisfaction Survey two times a year.

Below are the latest and past results of the Survey.

  • Consumer Satisfaction Survey 2015

    JUL 25, 2017
  • Consumer Satisfaction Survey 2011

    JAN 18, 2013
  • Consumer Satisfaction Survey 2010

    SEP 25, 2010
  • Consumer Satisfaction Survey 2009

    SEP 25, 2009
  • Consumer Satisfaction Survey 2007

    JAN 01, 2008
  • Consumer Satisfaction Survey 2006

    DEC 31, 2006
  • Consumer Satisfaction Survey 2004

    DEC 31, 2004
  • Consumer Satisfaction Survey Wave VI,Oct-Nov 2003

    DEC 01, 2003
  • Consumer Satisfaction Survey Wave V,March-May 2003

    JUN 01, 2003
  • Consumer Satisfaction Survey Wave IV,Sept-Oct 2002

    NOV 01, 2002
  • Consumer Satisfaction Survey Wave III,Apr-Jun 2002

    JUL 01, 2002
  • Consumer Satisfaction Survey Wave II,Aug-Oct 2001

    NOV 01, 2001
  • Consumer Satisfaction Survey Wave I,Feb-April 2001

    MAY 01, 2001
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