Why this is so important to us |
| Holding on to our customers is vital to our sustainability, especially in a highly competitive industry. We want all our customers to keep on doing business with us and to recommend us to others. This means we have to deliver an excellent experience. We have to provide our customers with a super-connected global network, great value and excellent service. When customers interact with us we must delight them, even surprise them, never disappoint them. |
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How we measure our performance? |
| Our most important measure is what we call our Net Promoter Score (‘NPS’). Vodafone uses this to monitor customer happiness in most of its markets. It is simply a measure of how likely our customers are to recommend us to their family, friends and colleagues – and how likely they are to recommend our competitors. We implemented NPS in South Africa and DRC in 2011. In the year ahead we’ll implement it in the other markets we operate in. |
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The great stuff we did this year  |
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Number one in NPS in all markets we measured |
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Involved our executives in customer focus groups and customer days |
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Improved our customer touchpoints |
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Established active engagement with our customers on Twitter and Facebook |
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Offered more value, bringing the effective price per minute down 18.0% across the Group |
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Added 3.6 million new customers to bring Group customers to 43.5 million |
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Launched Vodacom Change the World and Vodacom Red Alert initiatives with customers |
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The stuff we didn't do well this year  |
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Delayed network rollout in some countries due to slow approvals and equipment deliveries |
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Second place in Vodafone voice quality tests |
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Limited progress in encouraging customers to dispose of handsets responsibly |
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