Maxis invests RM813M to enhance mobile network

Maxis has invested RM813 million in financial year 2023 to enhance its mobile network capacity, grow its fibre-to-the-premise footprint and improve digitalisation across the group.

At the end of 2023, Maxis reported more than 11,000 LTE sites in Malaysia covering 95% of the population and connected an additional 181,000 premises with its own fibre infrastructure, according to its Integrated Annual Report 2023.

Maxis' chief executive officer Goh Seow Eng said that the group has always prioritised customer experiences. This is because it is a "key differentiator" in a "hyper-competitive market". 

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"We continue to record a high touch-point net promoter score of plus 68, thanks to the loyalty of our customers and their satisfaction with our products and services," said Goh in Maxis' 2023 annual report. 

According to Goh, Maxis has improved its Maxis and Hotlink Apps enabling features such as plan upgrades, device purchases, roaming passes and credit top-ups to be completed with as few clicks as possible. 

Beyond its traditional voice contact centres, Maxis customers can now reach the company via WhatsApp, web self-service and apps. In its fibre broadband business, Maxis invested to increase its pool of WiFi-certified Maxperts to service its growing fiber customers in a timely and "first-time right" manner, said the report. 

"Looking ahead to 2024, I am highly confident that Maxis will strengthen its position as Malaysia’s leading integrated telco. We will focus on growing our core businesses— mobile, fibre, and enterprise—while delivering operating excellence," added Goh.

According to the report, the company will also continue to develop the deep insights required to understand its customers and their needs, and to focus on simplicity to provide customers with the easiest and best experience at any of Maxis' touch points.

"Our long-term goal remains firmly set on sustainable and predictable business growth. Despite the intensifying competition and ever-changing regulatory landscape, we are confident that our agility and fast response allow us to seize opportunities that may arise from these developments," added Goh. 

This year, Maxis also released a Hari Raya campaign celebrating meaningful connections among loved ones this festive season with its "Makna Raya si menantu" (The meaning of Raya as newlyweds) brand film. 

The film showcases a unique take on how new families bond using the backdrop of an extended family's Hari Raya celebration at their kampung (village), according to the statement. 

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