COMPETITIVE PROFILE MATRIX

Critical Success Factors Weight PLDT Globe Telecom

Rating Weighted Rating Weighted
Score Score
1. Quality of Service .20 3 0.60 2 .40
2. Customer Satisfaction .18 2 0.36 2 .36
3. Price .17 3 0.51 3 .51
4. Breadth of service offered .16 4 0.64 4 .64
5. Product Innovation .14 3 0.42 4 .56
6. Availability .10 4 0.40 3 .30
7. Exclusivity of Product .05 3 0.15 2 .10
1.00 3.08 2.87

Critical Success Factors

With the increase in the telecommunication companies in the Philippines, Filipinos try to look
for the right service provider that will completely suit their needs. As a business that provides
these services, it is an important step for the company to know the resources they have to identify
and how will they be able to obtain their sales, and might also justify the higher average selling
prices they put on their products/services compare to their rivals.
Listed above are the critical success factors that determine the specific resources and capabilities
an industry competitor must have if they want to satisfy demand and also defend the threat from
a customer choosing other company and will help the company in the Telco industry to
strengthen the customers' trust on what they can provide.
Quality of Service
This is the most important factor in every business because a company without anything else but
has the quality of service a customer needs then there would still be a possibility that the product/
service will be patronized.
PLDT got a score of 3 out of 4 in this category because it might be branded as number one
service provider in the country but the quality of their services are still compared to providers in
other countries. When it comes to the quality of internet connection, Philippines is almost ranked
the lowest.
Globe PLDTs competitor was given the score of 2 out of 4 because compared to pldt, PLDT has
a more stable connection than globe. Globe also applies bandwidth capping which includes
additional charges if the users use a certain amount of data.
In an inquiry about whether he should purchase a pldt or globes product, one of the comment
said Choose the lesser evil, pldt that suggests that people have no other choice but to avail
PLDTs product or services because of the competitors worst service.
Customer Satisfaction
An important factor is the customer satisfaction, it determines if the consumers are going to be
continuously availing of their offered services. It is achieved through the companys emphasis
on service reliability and problem resolution.
We gave PLDT a score of 2 out of 4 in terms of customer satisfaction because of the constant bad
reviews it gets from its subscribers. According to them, PLDT has a slow internet connection and
that they suffer from poor service when it comes to their inquiries about it.
We also gave Globe the same score for it also faces the same problem. When ask where the
problem lies, we can say that Philippines in general has slow internet connection and that what
made globe known as the worst customer service because it cannot get all the calls that has the
inquiries of the customers leading to a different comments from angry customers.
Exclusivity of Product
Through e of product offered by differentiating their products from that of their rivals. This
factor provides how they differentiate their products from that of their rivals.
When a product/service is differentiated with the same existing product/service, customers will
surely go for that.
With different product so yung karibal mo wala nun kaya mas pipiliin ka nya they wil be able to
get 100% of the market share for the
"We will also continue to invest in our 2G and 3G networks to meet customer demand and
ensure best customer experience," Horn added. (READ: Smart targets Metro Manila for LTE
coverage expansion)
Product Innovation
Offering new and innovative product products and services has become important for a telco
company to survive and also became a chance to encourage customers to become multi product
users. This factor would determine if the company can predict the changes from customer need.
very important to keep a customer patronizing your product
We gave PLDT a score of
because pldt have known what they think the future will hold. according to its president pldt
have defined internet as a necessity for consumers enabling them to create products oir service
that focuses on these future needs of customers. One analyst said that pldt had the advantaghe of
incubating its ideas and turning it into a product or service the consumers enjoy.

Breadth of service offered

The span of services that they can offer is also a very important factor. Once they lack any
product/service a customer need it will automatically lead to a loss of customer.
We gave a perfect score for both pldt and globe for all product service a telecommunication they
offer, from wireless telecommunication to fixed line telecommunication
Price
A very important factor of a product in the Philippines and also a major determinant on whether
the consumers would avail of the product or not. We based our rating on how affordable the
products and services are, and if its quality give just to the prices that they offer.

Availability
Refers to the consumers ability of the products ans serviced offered by these firm
a high level of accessibility means more cutomers and if so happens that their services are not
accessible to a certain place, for the better accessibility of the people to their products forbtheir
products to be accessible in alabjust like their prev news said that it is their plam to make lte
availablw to users in 1551 cities and municipalities