Customer satisfaction survey on TM family and friend / Mohd Muzammer Jamaluddin

Telekom Malaysia has just lunched a new value-added product called TM Family and Friend. This product allows customers to apply discounts on people whom they call regularly. This project paper is to analyze customers’ satisfaction regarding the product. The respondents for this survey are customers of TM Family and Friend who are register with TMB Alor Setar. These respondents were taken as sample to reflect customer satisfaction level of Kedah and Perlis area. From the findings, customers do not have problems on understanding, getting information and registering the product. There were minor problems such as term and condition of the product as stated. TMB promotion for this product reached their target customers. Customers were also seen to be attracted to this product through television advertisement. But for the majority of the customers, other means of promotion need to be revised. Even though this product is new to the market, there seems to be a general acceptance of customers’ satisfaction. Selected promotion tools and reduce subscribe fee should be implemented in the near future.