PLDT Notches Sixfold Increase in Net Promoter Score in Cebu and Dumaguete in May to October

Customers in Cebu and Dumaguete observed improved services following PLDT Home’s rollout of the Cebuano language option in its 171 hotline, resulting in an increase in its Net Promoter Score from May to October 2024.

Since implementation, customer call duration has shortened—from almost 12 minutes per call to a little over 10 minutes. Net promoter scores, which measure customers’ likelihood to recommend a product or service, also improved—from +4 in May to +26 by October 2024.

Callers from the “032” area code have the option to choose between English and Cebuano when they ring the 171 hotline. Selecting Cebuano will connect them to a Cebuano-speaking agent, making it easier to voice concerns, especially for billing inquiries.

This new option was developed through an extensive project that involved translating over 300 scripts, recording voiceovers for hotline menus, and training specialized agents based in Cebu and Dumaguete.

 

“We at PLDT Home continue our commitment to delivering personalized, high-quality service to our customers, ensuring that they feel understood, valued, and at home. This is aligned with the PLDT Group’s dedication to providing accessible and reliable customer service which is a fundamental part of its much broader goal of elevating the quality of overall customer experience,” said Chiqui Abad-Arevalo, Vice President for PLDT Home Customer Care.