Page 14 - China Mobile Limited - Annual Report 2012

China Mobile Limited
Annual Report 2012
12
Chairman’s Statement
customer business also experienced significant growth, with the total corporate customer base
expanding to 3.46 million. The Group’s informationalization services for corporate customers
maintained favourable growth momentum and the corporate customer dedicated lines reached
781 thousand.
We remained committed to the mantra of “network quality is the lifeline for telecommunications
companies” and that of “customers are our priority, quality service is our principle”. With a focus on
maintaining our industry leading position in terms of customer satisfaction with network quality, we
have further enhanced our product quality and service support. We also focused on improving the
customer service interface and the customer experience. We continued to strengthen customer
information security and customer rights protection. We have held up our industry leading position
in customer satisfaction, and recorded the lowest number of escalated customer complaints in the
industry.
Strategic Transformation
The Group embraced strategic transformation and achieved progress in three areas in particular,
developing our Four-Network Coordination, strengthening infrastructure resource consolidation,
and expanding into the mobile Internet sector.
Our Four-Network Coordination strategy has started to show its effect – network capacity and
coverage continued to improve and traffic allocation was gradually optimized, providing strong
support to our data traffic operations. We maintained our advantages in GSM network coverage
and voice quality. By supporting our parent company in 3G (TD-SCDMA) network construction, we
have achieved continuous 3G coverage in large and medium cities, as well as coverage for the
county and above levels and for select towns, and have improved network utilization rates. We
continued to refine WLAN management and improve coverage in areas with heavy traffic, and
effectively allocated and channelled wireless data traffic. In cooperation with our parent company,
we carried out large-scale TD-LTE trials in 15 cities, and have constructed networks of pre-
commercial standard in Hangzhou, Guangzhou and Shenzhen. The trial in Hangzhou was well
received by customers. We also received positive feedback from the relevant government bodies
which have openly expressed their support for a faster TD-LTE development. In Hong Kong, we
launched the TD-LTE/LTE FDD convergent network services. TD-LTE also accelerated its pace in
internationalization, with the “Global TD-LTE Initiative” (GTI) currently enjoying the participation of
51 operators and 44 manufacturers. With the official launch of 14 commercial networks across the
world, the TD-LTE industry continued to grow in scale.
We have enhanced our infrastructure build-up and swiftly strengthened our second mover
advantages. We have upgraded our infrastructure resource capabilities including metro
transmission networks, public Internet and Internet Data Centers (IDC). Through synergies with our
parent company and attention to product differentiation and efficiency maximization, we are
forming a full service product line focusing on corporate customer dedicated lines, IDC, convergent
communications and high-end household broadband.