Viettel Global SJC revealed that in June, a study by Arellano, a leading Peruvian market research and consultancy company recognized Bitel as the most favored network operator in Peru with 14.46/20 points in customer satisfaction. Though operating earlier than Bitel, mobile operators Movistar and Claro received just 11.34 and 12.08 points in customer satisfaction, respectively.
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At an office of Bitel in Peru |
Customers were satisfied with Bitel’s quality of 4G network services, competitive rates, and thorough customer care.
One of the reasons customers love Bitel is the brand’s close association with kindness, timeliness, and humanity. On May 26, 2019, a magnitude 8 earthquake rocked Peruvian provinces of Loreto and San Martin, causing great damage to both people and property. Immediately, Bitel offered all customers in the two areas mostly affected by the earthquake voice calls and messages 100 percent free of charge. This was seen as a thoughtful act from Bitel to its customers right at the time they needed it most and helped the company conquer the heart of customers.
Another important advantage that has helped Bitel gain customer satisfaction is Bitel’s network coverage in the country. Even though it entered Peru nearly 10 years later than other mobile operators, Bitel is now the largest operator in the country with more than 26,000km of fiber optic cable, 1.5 times higher than Movistar, the second largest operator. Moreover, Bitel has the largest data coverage with nearly 5,300 3G base transceiver stations (BTSs) and 3,400 4G BTSs.
In order to provide the most suitable and preferential packages to its customers, Bitel has divided its customers into different groups. Before debuting a new service, the company defines clearly customer care channels and ways which are consistent with the habits of each customer group to have the best adjustment of and provide products at the most competitive price.
Actually, Peru is quite different from other markets that Viettel Group has been investing in. With a population of more than 30 million people and a higher level of economic development than Vietnam and its per capita income is 4.5 times higher than that of Vietnam, the Peruvian market holds great potential for growth. However, Bitel has faced fierce competition from other older mobile operators in Peru, including Movistar (the world’s eighth largest operator) and Claro (ranked ninth in the world).
Realities showed that after just two years of operation, Bitel could earn a profit. At present, Peru with the Bitel brand has become the international market with the largest turnover (an average of 30 million USD per month) and is one of the 10 countries that Viettel is doing business in.
Apart from the trust and satisfaction of individual customers, Bitel has also received high appreciation from B2B customers and become their partner in various projects.
In fact, Bitel’s partnership projects have greatly contributed to the company’s turnover of 30.8 million USD in 2018, up 82% against 2017.
In early this May, Bitel signed a 27 million USD contract with the Peruvian Ministry of Education.
The partnership projects are expected to contribute 40.6 million USD to Bitel’s turnover in 2019.
Bitel is one of the 10 Viettel Group-invested companies run by Viettel Global and owned by Viettel Group in accordance with Peruvian Government’s regulations.
Alongside Bitel in Peru, other Viettel brands have left deep impression on and gained trust of customers worldwide.
Translated by Mai Huong