CALLORA, CELOCIA, PEREZ

Jose Rizal University

80 Shaw Boulevard Mandaluyong City
College of Computer Studies and Engineering

P6 - RESEARCH ANALYSIS:
CPE C303-301G DATA AND DIGITAL COMMUNICATIONS

DATE SUBMITTED:
DECEMBER 1, 2022

GROUP MEMBERS:
CALLORA, PRINCE
CELOCIA, CELINE
PEREZ, EMMANUEL

PROFESSOR:
ENGR. AMOR ELLARES

S.Y 2022-2023
 CALLORA, CELOCIA, PEREZ

METHODOLOGY
The survey consisted of 11 multiple choice questions, and 1 optional objective
question. The goal was to collect 100 survey responses from PLDT subscribers that are
divided into each area: Cavite, Mandaluyong, and San Juan. Participants were handed
out the online form for them to answer it anonymously. In total, 45 entries were submitted
from Mandaluyong, 30 from Cavite, and 25 from San Juan.
The chosen participants are not just the users but the paying subscribers in each
household. That way it would give better insight as to answer whether it is worth the
money they paid for their subscriptions, and how common issues has affected their
experience.
Statistical Treatment:
The researchers will be using Mean as the main method for statistical analysis in
this study which will be represented by the formula

∑𝑥
𝑚=
𝑛

TABLES OF RESULTS:
1) Total subscribers in each population (Total reports: 100)

City Number of Subscribers Mean

Mandaluyong 45 0.45

Cavite 30 0.3

San Juan 25 0.25

Table 1: The researchers counted 45 subscribers in Mandaluyong area, 30 in Cavite, and 25 in

San Juan and has a percentage of 45%, 30%, and 25%, respectively.
 CALLORA, CELOCIA, PEREZ

2) Mean of PLDT subscribers by plan subscribed (Total reports: 100)

SUBSCRIBED PLAN 1299 1699 2099 2699 Others

Number of
Subscribers 34 40 15 8 3
Mean 0.34 0.4 0.15 0.08 0.03

Table 2: The researchers have found out that 40% of the subscribers are subscribed to plan 1699,
while 34% is subscribed to 1299, 15% on plan 2099, 8% in plan 2699, while 3% said they’re subscribed
to a plan not specified in the survey.

3) Subscribed plan in each population (Total reports: 100)

WHICH PLDT PLAN ARE
YOU CURRENTLY
CITY SUBSCRIBED TO? Count Mean
Cavite Fiber Unli Plan 1299 10 0.333
Cavite Fiber Unli Plan 1699 14 0.467
Cavite Fiber Unli Plan 2099 5 0.167
Cavite Fiber Unli Plan 2699 1 0.033

WHICH PLDT PLAN ARE

YOU CURRENTLY
CITY SUBSCRIBED TO? Count Mean
Mandaluyong Fiber Unli Plan 1299 18 0.400
Mandaluyong Fiber Unli Plan 1699 16 0.356
Mandaluyong Fiber Unli Plan 2699 4 0.089
Mandaluyong Fiber Unli Plan 2099 6 0.133
Mandaluyong Others 1 0.022

WHICH PLDT PLAN ARE

YOU CURRENTLY
CITY SUBSCRIBED TO? Count Mean
San Juan Fiber Unli Plan 1699 10 0.4
San Juan Others 2 0.08
San Juan Fiber Unli Plan 1299 6 0.24
San Juan Fiber Unli Plan 2699 3 0.12
San Juan Fiber Unli Plan 2099 4 0.16
 CALLORA, CELOCIA, PEREZ

Table 3:

3.1: In Cavite, 14% of the household is subscribed to plan 1699, 10% to plan 1299, 5% to plan
2099, and 1% to plan 2699.
3.2: In Mandaluyong, 18% are subscribed to plan 1299, 16% to plan 1699, 6% to plan 2099, 4% to
plan 2699, and 1% reported to have subscribed in another plans.
3.3 In San Juan, 10% are subscribed to plan 1699, 6% to plan 1299, 4 to plan 2099, 3 to plan 2699,
and 2% reported to have subscribed in another plan.

4) Common issues reported in each population (Total reports: 99)

City Issues Count Mean
Cavite Slow network connection 11 0.367
Cavite Ping issues 8 0.267
Cavite Landline 4 0.133
Cavite Router or Hardware issues 4 0.133
Cavite none 3 0.100

City Issues Count Mean

Mandaluyong Router or Hardware issues 6 0.240
Mandaluyong Ping issues 8 0.320
Mandaluyong Landline 3 0.120
Mandaluyong Others 6 0.240

City Issues Count Mean

San Juan Others 1 0.040
San Juan Slow network connection 13 0.520
San Juan Landline 5 0.200
San Juan Router or Hardware issues 1 0.040
San Juan Ping issues 2 0.080
San Juan none 2 0.080

Table 4: Is the tally of the common complaints being reported in each area.

4.1: In Cavite, Slow Internet Connection is dominant by 36.7% of the population, with the lowest
percentage of 10% reporting no issues were found in the area.

4.2: In Mandaluyong, Ping issues is dominant by 17.8% of the population, with the lowest percentage
of 6.7% reporting having Landline Issues.

4.3: In San Juan, Slow Internet Connection is dominant by 52% of the population, with the lowest
percentage of 4% reporting no issues were found in the area.
 CALLORA, CELOCIA, PEREZ

5) Common cause of poor customer service in each population (Total reports: 97)

CITY Causes of Bad CSR rating Count Mean

Cavite Slow updates and actions regarding concerns 16 0.533
Cavite Doesn't really resolve issues/concerns 3 0.100
Cavite Agents are rude 1 0.033
Cavite No issues 1 0.033
Cavite others 9 0.300

CITY Causes of Bad CSR rating Count Mean

Mandaluyong Slow updates and actions regarding concerns 17 0.378
Mandaluyong Doesn't really resolve issues/concerns 4 0.089
Mandaluyong none 4 0.089
Mandaluyong others 19 0.422

CITY Causes of Bad CSR rating Count Mean

San Juan others 6 0.240
San Juan Slow updates and actions regarding concerns 14 0.560
San Juan Doesn't really resolve issues/concerns 3 0.120

Table 5: Results that shows the most common issues that people get from bad customer service in PLDT.

5.1: 54.3% from Cavite says Slow updates and actions regarding concerns, with the lowest of 3.3%
saying “Agents are Rude.”

5.2: 42.2% from Mandaluyong having other concerns aside from the aforementioned issues, with
the lowest of 8.9% saying “Doesn’t really resolve issues/concerns”

5.3: 56% from San Juan says “Slow updates and actions regarding concerns,” while 12% says
“Doesn’t really resolve issues/concerns”
 CALLORA, CELOCIA, PEREZ

6) Rating of each subscriber in each population (Total reports: 100)

CITY Rate Count Mean

Cavite Excellent 6 0.200
Cavite Good 12 0.400
Cavite Neutral 5 0.167
Cavite Bad 5 0.167
Cavite Very Bad 2 0.067

CITY Rate Count Mean

Mandaluyong Excellent 6 0.133
Mandaluyong Good 20 0.444
Mandaluyong Neutral 14 0.311
Mandaluyong Bad 5 0.111
Mandaluyong Very Bad 0 0

CITY Rate Count Mean

San Juan Excellent 3 0.120
San Juan Good 7 0.280
San Juan Neutral 10 0.400
San Juan Bad 4 0.160
San Juan Very Bad 1 0.040

Table 6: Tabulated results of how the subscribers rated the service of PLDT in each area.

6.1: 40% of the population says “Good,” followed by 20% saying “Excellent,” both 16.7% in “Neutral”
and “Bad,” and 6.7% of the population says “Very Bad”

6.2: 44.4% of the population says “Good,” followed by 31.1% saying “Neutral,” 13.3% saying
“Excellent,” 11.1% saying and “Bad,” and 0% of the population says “Very Bad”

6.3: 40% of the population says “Neutral,” followed by 28% saying “Good,” 16% saying “Bad,” 12%
saying and “Excellent,” and 4% of the population says “Very Bad”
 CALLORA, CELOCIA, PEREZ

7) PLDT subscribers which has subscriptions from other ISPs for backup internet
(Total reports: 44)
WHICH INTERNET SERVICE PROVIDER DO YOU USE COUNT Mean
FOR BACKUP?
Globe 20 0.455
Converge 13 0.295
DITO 1 0.023
Sky 9 0.205
Others 1 0.023

Table 7: 44 subscribers admitted to have a backup internet plan from another Internet Service Provider.
Results of the table shows which ISP they chose as their backup.45% of the subscribers chose Globe,
followed by 29.5% of the population choosing Converge, 20.5% choosing Sky, and both 2.3% of the
population choosing DITO and other ISPs not specified in the survey.

8) Rating Score (Excellent = 5; Good = 4; Neutral = 3; Bad = 2; Very Bad = 1)

CITY Rate Count Mean Score

Cavite Excellent 6 0.200 1
Cavite Good 12 0.400 1.6
Cavite Neutral 5 0.167 0.5
Cavite Bad 5 0.167 0.333333
Cavite Very Bad 2 0.067 0.066667
3.5
CITY Rate Count Mean Score
Mandaluyong Excellent 6 0.133 0.666667
Mandaluyong Good 20 0.444 1.777778
Mandaluyong Neutral 14 0.311 0.933333
Mandaluyong Bad 5 0.111 0.222222
3.6
CITY Rate Count Mean Score
San Juan Excellent 3 0.120 0.6
San Juan Good 7 0.280 1.12
San Juan Neutral 10 0.400 1.2
San Juan Bad 4 0.160 0.32
San Juan Very Bad 1 0.040 0.04
3.28
 CALLORA, CELOCIA, PEREZ

Table 8: Results that show the calculated score or grade according to the rating scale provided:
(Excellent = 5; Good = 4; Neutral = 3; Bad = 2; Very Bad = 1).

8.1: Cavite has a score of 3.5

8.2: Mandaluyong has a score of 3.6

8.3: San Juan has a score of 3.28

GRAPHICAL REPRESENTATION:

1) Total subscribers in each population (Total reports: 100)

PLDT subscribers surveyed in each area

30%
45%

25%

Mandaluyong San Juan Cavite

Figure 1: Respondents from each area who uses PLDT.

 CALLORA, CELOCIA, PEREZ

2) Number of PLDT subscribers by plan subscribed (Total reports: 100)

Subscribers by plan subscribed

3%
8%

34%
15%

40%

1299 1699 2099 2699 Others

Figure 2: The current plan being used and paid for by the subscribers.
 CALLORA, CELOCIA, PEREZ

3) Subscribed plan in each population (Total reports: 100)

Cavite Cavite Cavite Cavite Subscriber count in Cavite by Plan

Fiber Unli Plan 2699

Fiber Unli Plan 2099

Fiber Unli Plan 1699

Fiber Unli Plan 1299

0 2 4 6 8 10 12 14 16

Count

Subscriber count in Mandaluyong

by Plan
Mand Mand Mand Mand Mand
aluyo aluyo aluyo aluyo aluyo
ng

Others
ng

Fiber Unli Plan 2099

ng

Fiber Unli Plan 2699

ng

Fiber Unli Plan 1699

ng

Fiber Unli Plan 1299

0 2 4 6 8 10 12 14 16 18 20
Count

Subscriber count in San Juan by

Plan
San San San San San
Jua Jua Jua Jua Jua

Fiber Unli Plan 2099

n n n n n

Fiber Unli Plan 2699

Fiber Unli Plan 1299
Others
Fiber Unli Plan 1699

0 2 4 6 8 10 12

Count

Figure 3: Subscriber count in each Area, sorted according to the plan they’re currently subscribed
in.
 CALLORA, CELOCIA, PEREZ

4) Common issues reported in each population (Total reports: 99)

Cavite Statistic
15
11
10 8
4 4 3
5

0
1

Cavite Slow network connection Cavite Ping issues

Cavite Landline Cavite Router or Hardware issues
Cavite none

Mandaluyong Statistic
10

0
1

Mandaluyong Router or Hardware issues

Mandaluyong Ping issues
Mandaluyong Landline
Mandaluyong Others

San Juan Statistic

20

10

0
1

San Juan Others San Juan Slow network connection

San Juan Landline San Juan Router or Hardware issues
San Juan Ping issues San Juan none

Figure 4: Common issues being reported by area.

 CALLORA, CELOCIA, PEREZ

5) Common cause of poor customer service in each population (Total reports: 97)

Cavite common issues with PLDT

20
15
10
5
0
Slow updates Doesn't really Agents are rude No issues others
and actions resolve
regarding issues/concerns
concerns

Count

Mandaluyong common issues with

PLDT
20
15
10
5
0
Slow updates and Doesn't really No Issues others
actions regarding resolve
concerns issues/concerns

Count

San Juan common issues with PLDT

16
14
12
10
8
6
4
2
0
others Slow updates and actions Doesn't really resolve
regarding concerns issues/concerns

Count
’

Figure 5: 3 Charts showing the common issues with PLDT’s customer service by specific areas.
 CALLORA, CELOCIA, PEREZ

6) Rating of each subscriber in each population (Total reports: 100)

PLDT CSR rating in Cavite

15 12
10
6 5 5
5 2
0
Excellent Good Neutral Bad Very Bad
Cavite Cavite Cavite Cavite Cavite

Number of people rating

PLDT CSR rating in

Mandaluyong
30
20
20 14
10 6 5

0
Excellent Good Neutral Bad

Count

PLDT CSR rating in San Juan

12
10
10
8 7
6
4
4 3
2 1
0
Excellent Good Neutral Bad Very Bad
San Juan San Juan San Juan San Juan San Juan

Figure 6: 3 charts showing how PLDT’s customer service is being rated in each area.
 CALLORA, CELOCIA, PEREZ

7) PLDT subscribers which has subscriptions from other ISPs for backup internet

PLDT Users that has backup internet

from other ISPs
25
20
20

15 13
9
10

5
1 1
0
Globe Converge DITO Sky Others

COUNT

Figure 7: Chart showing the amount of people having a subscription to other ISPs as their backup
internet plan.

CONCLUSION:
The most common issue being reported to PLDTs is its slow internet connection, and the
most prominent problem that PLDT subscribers face with their customer service is the
sluggish updates and actions that the service crew take to respond to the problem at
hand. Although, despite the issues that the subscribers face with PLDT, it still got a decent
or above neutral grade according to the data collected above. And according to the
majority, they would still recommend PLDT to you if you’re looking for an ISP.