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IN DISCUSSION
WITH STARHUB’S
MANAGEMENT
Customers demand high service standards; we demand
higher standards on ourselves. With Hubbing, we bring value;
with superior customer service, we bring satisfaction.
Q A TONG HAI to engage individual household members TRIPLE-SERVICE
and deliver personalised services and HOUSEHOLDS HAS
CEO content to them. INCREASED TO
Can you give us a brief recap for 2015? For enterprises, we will be looking at 245,000
‘Smart Hubbing’ to deliver smart enterprise
2015 was a transformational year for solutions beyond connectivity and also from 200,000 households
StarHub. We embarked on a digital enable them to serve and target their own in 2010.
transformation journey to strengthen customers better. Through our extensive
our services and offerings to both our range of innovative solutions on multiple STRONG YEARLY POST-
consumer and enterprise customers. platforms, offering a wealth of information, PAID NET ADD NUMBERS
communications and entertainment
We began the journey to meet changes services, ‘Infinite Hubbing’ will provide 48,900
in the industry and consumers’ lifestyles. limitless opportunities for our customers’
For instance, with our omni-channel focus, work and lifestyle needs. Customers YoY
we improved our self-help platforms,
My StarHub app and StarHub Online Store In 2015, our customer-centric focus saw our
to better engage with our customers. This lines of business performing healthily. Our
has also helped us stay on top in ‘The Broadband revenue gained momentum and
Customer Satisfaction Index of Singapore’ post-paid Mobile continued to do well for
ranking. On the Enterprise front, we us. Our pay TV business showed resiliency
continued to build our own infrastructure, despite competition and we also witnessed
solutions offerings and account steady growth in our Enterprise business.
management team to better support the
needs of enterprise and SMBs. Mobility
Our senior management team was Our Mobility business is holding up in
strengthened with the on-boarding of the face of competition and structural
Mr Dennis Chia and Mr Howie Lau as our changes. We continued to grow the post-
new CFO and CMO respectively. In light paid business which is the biggest revenue
of our focus on partnership, Ms Jeannie contributor. On the pre-paid front, we see
Ong holds the newly-created position of more customers using more data and OTT
CSPO. The new role sees her building and (over-the-top) services.
expanding key relationships with the wider
community of content partners, government
agencies and strategic partners.
We have also brought Hubbing to the next Ahead of our competitors, we recorded
level with ‘Infinite Hubbing’; comprising consistently strong quarterly post-paid
of ‘Personalised Hubbing’ for consumers net adds numbers, ending the year with
and ‘Smart Hubbing’ for enterprises. In the 1,325,000 post-paid customers versus
consumer space, ‘Personalised Hubbing’ 1,277,000 a year ago. Post-paid ARPU also
will enable us to go beyond the household improved by $2 to $70 YoY.
