BSOA 3-1

PLDT:
A Survey on the Quality of Service

TOTAL QUALITY MANAGEMENT

01 Survey Design
OBJECTIVE:

The objective of the survey is to evaluate the

quality of a popular Internet Service
Provider in terms of its service,
performance, and user’s satisfaction.
 Survey Questions:
Reliability
How satisfied are you with the reliability of PLDT, including uptime
01 and minimal outages?

Speed
How satisfied are you with the speed and performance of PLDT for
02 activities such as online classes, gaming, and downloading?

Customer Service
How would you rate the responsiveness and helpfulness of the
03 customer service support when dealing with technical issues? Do
they respond immediately to your calls and messages?
 Survey Questions:
Installation Process
How smooth and efficient was the installation process when you
04 first subscribed to PLDT?

Billing and Transparency

To what extent do you find the billing and payment processes clear
05 and transparent?

Technical Support
How satisfied are you with the technical support provided by the
06 internet service provider when resolving issues with your
connection?
 Survey Questions:
Equipment Quality
How would you rate the quality and reliability of the equipment
07 (modem, router) provided by your internet service provider?

Communication
How well does the internet service provider communicate about
08 service updates, outages, or other relevant information?

Value for Money

To what extent do you feel that the cost of your internet service is
09 justified by the quality and features provided?

Overall Satisfaction
All in all, how satisfied are you with the quality of service provided
10 by your internet service provider?
01 Survey Design
SURVEY DISTRIBUTION:

The researchers distributed the survey via

social media using Google Forms to their peers,
family members, and the local community.
02 Survey analysis
DATA COLLECTION:

https://docs.google.com/spreadsheets/d/1IajhGCESTvBjRnMTifsY_ZlJFJsBBepBcKHnaha-NI0/edit?
02 Survey analysis
DATA ANALYSIS:
The researchers will use the Descriptive Analysis and
Mean Average to get the weighted average.

Formula: M= S/N Legend:

Where: Verbal Interpretation:
M- mean average 1-1.08 - Very Unsatisfied
S- Sum of terms 1.09-1.88 - Unsatisfied
1.89-2.68 - Neutral
N- Number of terms
2.69-4.27 - Satisfied
4.28-5.08 - Very Satisfied
DATA ANALYSIS:
FREQUENCY

MEAN VERBAL
QUESTIONS VERY
UNSATISFIED NEUTRAL SATISFIED
VERY
UNSATISFIED
(2) (3) (4)
SATISFIED AVERAGE INTERPRETATION
(1) (5)

1 2 13 15 18 3 3.14 Satisfied
2 3 8 19 12 9 3.31 Satisfied
3 8 13 16 8 6 2.82 Satisfied
4 2 7 17 10 15 3.57 Satisfied
5 1 8 18 10 14 3.55 Satisfied
6 4 11 19 12 5 3.06 Satisfied
7 4 5 18 19 5 3.31 Satisfied
8 2 13 21 11 4 3.04 Satisfied
9 3 6 23 13 6 3.25 Satisfied
10 2 8 19 16 6 3.31 Satisfied
Weighted Average 3.24 Satisfied
02 Data analysis
IDENTITY KEY INSIGHTS :

PLDT excels the most in the following key

aspects:

Installation Process
Billing and Transparency
 IDENTITY KEY INSIGHTS :

PLDT neither excels nor falls short in the

following key aspects:

Speed
Equipment Quality
Overall Satisfaction
Value for Money
 IDENTITY KEY INSIGHTS :

PLDT falls short in the following key aspects:

Customer Service
Communication
Technical Support
Reliability
 03 Proposal for
Improvement
PROBLEM IDENTIFICATION:
Internet Connection
Speed
Interruption/Outage
PLDT Customer Service Performance
Slow Customer Service
Automation of Customer Service
PLDT Communication Performance
Service Coverage
 03 Proposal for
Improvement
SOLUTION PROPOSAL:
Increase the Internet Speed
Improve Customer Service
Improve/Enhance Customer Relations or
Communication
Increase the Internet Connection Service
Accessibility
Lower the Cost of Plans
 03 Proposal for
Improvement
IMPLEMENTATION PLAN:
Acquisition of VPNs
The Hiring of Additional Personnel
Prior Notice/Advisory of Interruption/Outage
Regional/National Distribution of Internet
Service/Service Coverage
04 Presentation of Findings

DEMOGRAPHIC
INFORMATION:
Age Range Gender Classification
04 Presentation of Findings

LOCATION:
04 Presentation of Findings

USER’S
INFORMATION:
04 Presentation of Findings

SURVEY
QUESTIONS:
Reliability Speed
Customer Service Installation Process
Billing and Transparency Technical Support
Equipment Quality Communication
Value for Money Overall Satisfaction
Members:

Patricio, Diane Princess

Musa, Kheira Christine Leigh
Ibarlin, Moneth
Batayula, Hannah Joy
Ambas, Grace Fatima

Thank you for listening!