The latest End User Half Yearly Report published by the Malta Communications Authority (MCA) confirms Melita Limited’s leadership in customer service, with the company achieving the best call answering time among all operators in Malta.
According to the MCA, Melita answered 95 per cent of customer calls within two minutes, significantly ahead of the second-best operator, which achieved 73 per cent. This result also represents an improvement for Melita when compared to the second half of 2024, when the company had already set a strong benchmark by answering 91 per cent of calls within two minutes.
The MCA report also highlighted a 40 per cent decline in customer complaints across the sector, demonstrating the industry’s continuous efforts to deliver better service. Complementing this positive trend, Melita’s own customer feedback research found that, following interactions with the company, customers rated their experience at an average of 9.3 out of 10.
Kevin Borg, Head of Customer Operations and AI Deployment at Melita Limited, said: “These impressive results are thanks to our team’s hard work and dedication to serving our customers as quickly and effectively as possible. The fact that Melita has continued to improve on an already strong performance shows our commitment to listening to our customers and acting on their feedback. Our focus remains on delivering an outstanding service experience across every channel.”
The MCA End User Half Yearly Report is available at https://www.mca.org.mt/articles/end-user-affairs-half-yearly-report-january-june-2025
