PLDT Enterprise will conduct customer experience surveys beginning September 21, 2026, as part of its ongoing commitment to enhancing customer satisfaction, improving service delivery, and strengthening customer relationships.

Through its Journey Net Promoter Score (Journey NPS) survey, selected PLDT Enterprise customers may receive a short survey designed to gather feedback on their experience at key touchpoints throughout their customer journey. The initiative aims to better understand customers' experiences when engaging with PLDT Enterprise services, support channels, and processes.

About the Journey NPS Survey
The Journey Net Promoter Score (Journey NPS) is a customer feedback initiative that allows PLDT Enterprise to assess customer experiences at specific stages of their journey. It provides customers with an opportunity to share their feedback, insights, and level of satisfaction based on their recent interactions with PLDT Enterprise.

The information gathered through the survey will help PLDT Enterprise better understand customer needs, identify areas for improvement, and develop initiatives that enhance the overall customer experience.

Official Survey Email Addresses
Selected customers may receive the Journey NPS survey through the following official email addresses:

PLDT: Enterprise.VoC@feedback.pldt.com.ph
SMART: Enterprise.VoC@feedback.smart.com.ph

Customers are encouraged to check the sender's email address to help identify legitimate survey communications from PLDT Enterprise.

Customer Participation and Consent
Participation in the Journey NPS survey is entirely voluntary. Selected customers may choose whether or not to participate and complete the survey. Declining to participate or choosing not to respond will not affect their existing services, account status, or relationship with PLDT Enterprise.

Customers who choose to participate will be given the opportunity to provide feedback on their experience. Their responses will be handled with care and processed in accordance with applicable data privacy requirements and PLDT Enterprise's established data privacy practices.

The survey is intended solely to gather customer feedback and support service improvement initiatives. Customer participation is not a requirement for availing of or continuing any PLDT Enterprise service.

How Customer Feedback Will Be Used
Feedback collected through the Journey NPS survey will serve as a valuable input in evaluating customer experiences and identifying opportunities to improve service delivery.

The insights gathered may be used to support initiatives focused on:

1. Enhancing customer support and service responsiveness.
2. Identifying opportunities to streamline processes and improve customer touchpoints.
3. Understanding customer needs, expectations, and areas of concern.
4. Developing improvements to customer care and overall service experience.

Through these efforts, PLDT Enterprise aims to continuously refine its services and processes based on customer feedback and evolving business needs.

Commitment to Customer Experience
PLDT Enterprise remains committed to delivering reliable services and meaningful customer experiences. The Journey NPS survey forms part of its continuing efforts to listen to customers, understand their needs, and identify opportunities to further enhance the quality of service and support provided.

Selected customers are encouraged to participate in the survey at their discretion and share their feedback to help support these improvement initiatives.

PLDT Enterprise appreciates its customers' continued trust, cooperation, and partnership as it works toward providing an improved and more responsive customer experience.