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104 social:
our marketplace
SUSTAINABILITY
Our BCM programme focuses on Info- barring facility allows blocking of the portal allows customers to provide or
Communications Network, Infrastructure subscription of PRS and its charges easily withdraw their consent for various
and Support Services for Mobile, offered by StarHub or third parties. communication platforms (e.g. Call, SMS)
Television, Broadband and Fixed services. from StarHub and our partners.
Our BCM programme is also supported by To maintain transparency about internet
Pandemic Plan, Haze Response Plan and speeds, StarHub has embarked on the Supply Chain Sustainability
Crisis Communication Plans to effectively measurement and publication of the
deal with different emergency situations. typical performance (i.e. download Creating value through supporting
speeds) of our broadband plans. We local suppliers and engaging our
People Developer publish the typical speed range on our key suppliers through sustainability
website that consumers can expect to performance surveys are the main
In 2015, StarHub adopted SPRING experience. features of our supply chain programme.
Singapore’s People Developer standard to Our sustainable procurement policies
attract, manage and engage employees Customer Satisfaction include strict adherence to the ethical
for high performance. StarHub had and Feedback code of conduct, which addresses issues
earlier achieved the Singapore Quality of integrity, due diligence, fairness and
Class (SQC) certification, a business Customer satisfaction is a key driver of conflict of interest in the selection of
excellence recognition awarded by our business success and sustainable vendors, suppliers and contractors.
SPRING Singapore, in December growth. We use the Net Promoter
2014. The certification recognises an System (NPS), a systematic framework, We engage with suppliers across all
organisation’s commitment in the pursuit for measuring and tracking customer four main business areas – Mobile, TV,
of excellence in the areas of Leadership, satisfaction. Broadband and Fixed Network. Our
Planning, Information, People, Processes, significant purchases include network
Customers and Results. Insights from NPS have allowed us to equipment, consumer handsets and
make many changes to improve our customer premise equipment, and
Clarity of Charges and Tariffs customer experience. An understanding media content.
of our customers allows us to segment
We believe that transparency and clarity in customers by loyalty, identify unsatisfied In 2015, we purchased from 1,344
our tariff plans is important to maintaining and at-risk customers, benchmark against suppliers. Out of these, 83% were local
customer trust in StarHub. We offer fair industry and competitor scores and suppliers. Our total purchases during
prices and affordable price plans that uncover customer loyalty drivers. the year amounted to $1.27 billion. Local
meet the needs of customers in various suppliers’ share in the total purchase
segments. We clearly communicate the These changes include non-date- was 89%, down from 91% in the
pricing structure and the contract terms specific rewards redemptions and the preceding year.
to all mobile, TV, broadband and voice creation of guided agent workflows
customers through marketing channels. for our employees to better interact An overview of our supply chain is
Our key measures include prominently with customers in a more proactive illustrated on the right.
displaying price plans at all retail outlets, manner. Customers can make an
making pricing plans available on our appointment online through My StarHub Supplier Sustainability Survey
website and clear guidelines for our App before visiting our retail shops.
employees to explain the contract terms To strengthen our engagement with key
to customers at the point of signing up. Consumer Privacy suppliers, we started an annual Supplier
and Data Security Sustainability Survey covering our top
Our customers can avoid “bill shocks” 20 suppliers in 2014 and disclosed the
by managing their data roaming bill We take customers’ privacy and findings in last year’s sustainability report.
with our free Roam Manager service, protection of customer data very In 2015, we expanded the survey to cover
Singapore’s first roaming tool that seriously. In line with our privacy 50 suppliers. Our target for 2016 is to
lets customers check rates, track data policy, we do not send promotional cover 60 suppliers in the survey.
spend, and set daily data alerts for and marketing messages via phone
total peace of mind. DataRoam Cap@ calls, text messages and faxes to the Results of the Supplier Sustainability
$100, another free service, allows customers who have registered their Survey conducted in 2015 are presented
StarHub mobile post-paid customers phone numbers with the National Do Not on the right.
to limit their data roaming usage to Call (DNC) Registry except for those who
$100 per bill cycle for total peace of had given specific consent to receive
mind. Our Premium Rate Services (PRS) marketing messages. The StarHub web
