Maxis Berhad | Annual Report 2013

Maxis Berhad | Annual Report 2013 4 WHAT’S IMPORTANT TO US HAPPY CUSTOMERS BEST NETWORK THESE ARE THE FIVE KEY AREAS OF FOCUS FOR US. THEY FORM THE RUNNING THEMES THROUGHOUT THIS REPORT. Our top priority is to provide our customers with services and solutions they need to enrich their everyday lives. It is also of importance to us that they enjoy an unmatched customer experience while using our services. To this end, we have undertaken many initiatives across our entire service delivery platform (product feature, pricing, network coverage and quality, distribution network, loyalty programmes, employee training and customer service just to name a few) so that our customers enjoy the best we have to offer. Going forward, we will further increase investments in these areas to deliver an overall unmatched customer experience. We believe network coverage and quality make a real difference in how our customers connect to the people and things that matter most to them. Increasingly, our customers are becoming more sophisticated, and with this, their demand for mobile Internet has been increasing strongly. That is why expanding our networks’ reach and maintaining their quality and resiliency to deliver the best voice and data are key areas of focus for us. Network improvements also represent our largest and most important capital expenditure.