Our customers
We seek to uphold the highest standards of data privacy and protection while serving our customers, guaranteeing the security and confidentiality of their information. Additionally, we strive to enhance accessibility and digital inclusion, fostering digital innovations to meet the evolving needs of our customers while prioritizing their satisfaction at every touchpoint.
Customer relations and satisfaction
In 2023, we successfully aligned our Customer Experience and Digital Transformation initiatives with sustainable goals to reshape the digital landscape across stc Group.
Our approach to customer satisfaction goes beyond looking at cost efficiencies as it strategically differentiates us in terms of customer engagement and innovation, reinforcing our commitment to sustainability.
Our customers’ journey
In 2023, a standardized strategy and customer experience journey concept was put in place for stc products and services.
In developing a customer-centric culture within stc, we are aiming to ensure that everything we do is driven by a focus on the customer.
Creating new products and services with a seamless and secure customer experience
In developing new services, we implement a ‹Go-to-Market› (GTM) strategy, which ensures the early involvement of our customer experience teams in all product development activities. This approach guarantees a comprehensive understanding of customer needs, enabling the identification of solutions and the creation of streamlined customer journeys.
In 2023, we held a Customers Day webinar to celebrate our customers, emphasizing our dedication to exceptional customer service and spotlighting our customer-centric culture.
Customer satisfaction
We place a tremendous value on customer satisfaction and loyalty, and we believe that providing an excellent customer experience is the bedrock for ensuring this and while also attracting new customers.
Managing conflicts of interest and responsible marketing
stc strives to always provide clear and transparent communication with all customers.
Our sales and marketing teams are specifically trained to provide fair and honest advice relating to our products and services.
In order to maintain complete transparency in our dealings with customers, our employees undergo training to thoroughly explain all terms and conditions prior to agreement signings.
Efforts are made to promptly address any potential conflicts of interest between our organization and clients, ensuring that advice is dispensed in a fair and ethical manner.
We are committed to informing our customers of their rights, as demonstrated by our participation in the national-wide campaign initiated by the Communications, Space & Technology Commission (CST).
Customer complaints
Our Customer Complaints Handling Policy recognizes that the importance of the right for customers to complain and be heard, as well as the right to receive a response.
In 2023, we focused on reducing the number of complaints and reducing number of dissatisfied customers through the following measures:
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Providing channels through which our customers can exercise their right to raise complaints at any time through call centers, online digital channels including mystc, social media, website and retail outlets.
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Reporting trends on number of complaints and resolution times along with other critical information to top management and relevant teams to monitor effectiveness of complaints resolution process.
Customer health and safety
The health and safety of our customers and the communities in which we operate is one of our highest priorities. We take all potential and actual risks very seriously and, as per stc policy, we are committed to ensuring the health and safety of our stakeholders from all aspects of our operations.
Customer complaints are managed through our customer support’s complaints resolution process, and at all stc sites we ensure compliance with all government regulations and requirements of Electro Magnetic Field (EMF) parameters.
Data privacy, security and protection
stc’s Code of Ethics (“Integrity takes us forward”) centers largely on strong commitments to privacy, security, and protection of customer data. We take the safeguarding of customer information very seriously and have governance processes in place to protect personal data and manage cybersecurity risks.
The collection, use, and management of customer information is governed by strict privacy policies and the stc rigidly complies with all relevant data privacy and security laws for each respective country that the company operates within.
Our Data Privacy and Security policy statement further affirms our commitment to maintaining data privacy and security measures to protect our customers.
In 2023, we updated the Data Protection and Privacy and the Privacy Notice to enhance the following:
1- The purpose of customer data collection.
2- What personal data we collect and use.
3- How we collect personal data.
4- How long we store personal data.
5- Data subject rights and “customer rights” for stc customers.
Protection against cyberattacks
Our dedication to cybersecurity is an important aspect of our overall business strategy.
In 2023, we recorded zero data security breaches, zero security breaches involving customers’ personally identifiable information (PII), zero regulatory actions for data protection violations and zero monetary losses from legal proceedings related to customer privacy.
Data privacy and protection training and awareness
In 2023, we continued to provide mandatory data privacy and protection training for our employees at stc KSA, and in Q4 we also extended the mandatory training to our subsidiaries and contractors, building on successful training sessions that were implemented in previous years.
Child online safety and protection
stc is deeply committed to creating a safer online environment for children.
In 2023, stc launched a parental guide called “Secure Cyberspace for Your Kids,” a concise, 18-page resource for parents, focusing on key areas such as setting up parental controls, educating children about online risks, fostering open communication about digital experiences, teaching responsible online behavior, and staying informed about the latest cybersecurity trends. This guide aims to empower parents to create a safer digital environment for their children.
Accessibility, connectivity and digital inclusion
We remain committed to providing a dependable, modern, sophisticated network with maximum accessibility and digital inclusion for urban and remote areas – across the entire Gulf region and all communities that stc operates within.
Network coverage
We continuously strive to improve connectivity for everyone in the countries that we operate, especially rural areas that can benefit immediately from a geographical expansion of stc’s coverage.
In 2023, stc saw significant progress in developing digital infrastructure, particularly through the expansion of the 5G network, with 3 billion SAR of added investment in this area. This has enabled stc to deploy 5G network capabilities in more than 75 cities throughout the Kingdom, equipping over 90% of major cities with 5G technology.
In Kuwait and Bahrain, stc achieved 100% 5G coverage, a feat accomplished largely due to the relatively smaller sizes and populations of these two countries compared to the KSA.
Network quality and mobile adoption
We recognize that network quality directly impacts the user experience of our customers, which is why we are dedicated to providing seamless connectivity and faster speeds. Throughout the reporting year, our commitment to excellence has yielded outstanding results, as evidenced by our top performance in KSA across four categories in Saudi’s Mobile Network Experience Report (2023). Specifically, we have recorded top download speed experience, upload speed experience, 5G download speed and 5G upload speed.
Fixed Subscribers
Mobile Subscribers
Mobile Subscribers
Mobile Subscribers
- Fixed-wireless broadband subscribers includes 4G and 5G subscribers.
- Prepaid subscribers includes mobile voice, standard mobile broadband, and dedicated data mobile broadband subscriptions.
- Postpaid subscribers includes mobile voice, standard mobile broadband, and dedicated data mobile broadband subscriptions.
Digital innovation and experience
stc’s main core values, the three “D’s” (Dynamism, Devotion, and Drive), are the foundation on which our digital transformation strategy has been built.
Over the past year, we have made significant progress in aligning our Customer Experience and Digital Transformation initiatives with sustainable goals, achieving remarkable progress in reshaping the digital landscape across the three pillars of institutions, the economy, and society.
Innovative and digitized products and services
We are a pioneering digital champion in the greater Gulf region. Our efforts in the areas of innovation and digital transformation have helped lift stc to become a truly meaningful and purposeful organization.
Boosting the digital economy through InspireU
InspireU, one of our top startup incubator programs, serves as a catalyst for boosting digital innovation and nurturing entrepreneurs within local communities and economies in which we operate.
Through InspireU, we aim to empower individuals thereby contributing to the long-term wellbeing and resilience of our economy.
Driving innovation
Continuous creativity is a key element of stc’s digital transformation strategy.
Across stc Group we have established three cutting-edge innovation labs strategically positioned to drive forward-thinking and technological advancements, two of which are owned by stc KSA and one by TAWAL.
In 2023, stc Group was presented with three awards in recognition of the company’s culture of digital innovation from MEA Business in coordination with SAMENA Telecom Council. These awards were given in three categories: Innovation in Track Award, e-Commerce Innovation Track Award, and Innovation Path Award in Primary Sector Technologies.
