Melita sets industry benchmark for rapid support and customer satisfaction

Melita Limited has emerged as the industry leader for customer service efficiency and reliability, according to the latest Malta Communications Authority (MCA) End-User Half Yearly Report.

The report highlights Melita's performance in accessibility, with the company successfully answering 95 per cent of all incoming customer calls within just two minutes.

This achievement confirms Melita as leading in customer care in Malta, significantly outperforming competitors in response speed.

Beyond rapid response times, the MCA data reveals that Melita maintains the lowest complaint rate among Malta’s three internet and mobile service providers, accounting for only 8 per cent of the total. This achievement underscores the effectiveness of Melita’s Customer Guarantees and its commitment to resolving issues quickly and effectively. In addition to its rapid response times, Melita’s multilingual chat service gives customers the option of 15 different languages. 

Meanwhile, Melita says it is continuing its investment in AI Assistants and technology designed to provide quicker, higher-quality responses across all support channels.  

Kevin Borg, Head of Customer Operations & AI Deployment at Melita, said: “At Melita, we are committed to making sure every customer feels heard and supported, regardless of their preferred language. This enhancement, together with continuous innovations like our AI Assistants, ensures that our service is fast, efficient and inclusive”.