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.