Global Management Consultants successfully concludes 'Internal Customer Satisfaction Survey' and diagnostic study for Mobilink

The survey will cover over 50 departments and 2000 employees. Global has designed an online survey tool so that MOBILINK can take necessary strategic and tactical actions to maintain its competitive advantage through its people.

Mobilink, a subsidiary of Orascom Telecom, started its operations in 1994 and has become the market leader both in terms of growth as well as having the largest customer subscriber base in Pakistan - a base of over 20 million and growing. The company prides itself on being the first cellular service provider to operate on a 100% digital GSM technology in Pakistan that also provides state-of-the-art communication solutions to its customers. Being the number one company, Mobilink felt the need to realign its workforce towards its singular business goals and objectives.

The output from this survey will allow MOBILINK managers to combine and prioritise corporate, operational and employee issues related to both internal and external customer satisfaction. It will allow them to determine what are 'the most wanted' improvements from the total organisation's point of view and to find ways to engage the whole organisation in developing solutions that will be actively implemented by the whole organisation.

The survey will pave the way, where real change is possible and the overall customer satisfaction levels of the organization will significantly improved.

The project was led by Ayesha Tahir Masood, Global Senior Organizational Development Consultant, based out of Pakistan, and Asad Iqbal, Partner and Technology Consultant.