Globe Telecom Philippines · Voice of the Customer
An organic-only read of what people say about getting into Globe's services, how quickly Globe responds, and the questions they bring — drawn from public reviews and social conversation across six channels.
Section One
Access friction is the loudest theme in the corpus. It is overwhelmingly about the GlobeOne app failing to open, log in, or load — followed by outages and coverage gaps. 0% positive94% negative across 1,958 voices.
The front door is the problem. Before customers judge plans or price, many can't reliably open the app or stay connected. App reliability is the highest-volume, most negative access barrier — fixing first-launch and login stability would lift the largest single block of frustration.
Section Two
Responsiveness is judged on two things: how fast Globe acts on a reported issue, and whether the support interaction resolves it. 6% positive87% negative across 1,791 voices.
Speed of response is the dominant agility signal and it skews sharply negative — slow fixes, unanswered tickets, and repeated follow-ups. Where Globe does respond quickly, customers notice and say so; the gap between fast and slow handling is the clearest lever on perceived responsiveness.
Section Three
Sorted by intent — why people reach out — and by topic — what they raise. Resolution-seeking complaints lead, but a meaningful tail is genuine questions Globe could answer proactively.
Most conversation carries no switching intent; the volume that does leans toward leaving over joining.
Two-thirds of inbound intent is reactive — complaints and venting after something went wrong. The smaller "asking for help / open questions" segment is the opportunity: clear, proactive answers on billing, promos, coverage and SIM registration would deflect a share of the complaint volume before it sours.