Telstra 2011 Annual Report Download - page 7
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Please find page 7 of the 2011 Telstra annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.CHAIRMAN & CEO MESSAGE
On 11 August 2011, the Directors of Telstra resolved
to pay a fully franked final dividend of 14 cents per
share. As announced in November 2010, it is also the
company’s intention to maintain a 28c fully franked
dividend for 2012, subject to the Board’s normal
approval process for dividend declaration and there
being no unexpected material events.
OUTLOOK*
Over the past year Telstra has recorded a turnaround in
operational results, with strong customer growth, lower
churn, a return to EBITDA growth and higher market
share in fixed broadband and mobile.
In fiscal 2012, the new initiatives from the company will
continue to bear fruit. The year will see productivity and
other benefits from a continuing simplification of our
processes.
For 2012, we expect Telstra to return to full year EBITDA
growth with low single digit revenue growth and low
single digit EBITDA growth on the back of strong second
half performance in fiscal 2011. Capex to sales will
continue to be around 14% of sales with free cashflow of
between $4.5 and $5.0 billion. The NBN is not expected
to have a material impact on Telstra’s financial results in
2012.
CUSTOMER SATISFACTION
Over the past two years, we have been on a journey to
re-invent Telstra to make it faster, easier and simpler to
do business with us.
This year, we continue to implement initiatives towards
improving customer satisfaction. For example, we have
made enhancements to our Telstra.com website to
make it easier for our customers to deal with us on-
line and we now have a dedicated team of specially
trained agents to work with family members to offer
bereavement support. A Personal Shopping service has
also been introduced so our customers can now book
one-on-one sessions with an advisor at a time that is
convenient for them, avoiding in-store queues.
Our customer satisfaction survey result has shown an
improvement on the prior year. We are listening to our
customers and we ask more than 2,500 consumers and
1,250 small to medium business decision makers each
month on their views of Telstra.
Customer satisfaction is a top priority and we still have
much to do. We acknowledge there is no “silver bullet”
which will transform the customer experience overnight.
We are on the right track and we have made progress
this year and we will continue this work until we see
significant improvement.
NATURAL DISASTERS
Our people and communities were impacted by the
devastating natural disasters. From the floods in
Queensland, New South Wales, Victoria and Tasmania
to the cyclones in Far North Queensland and the bush
fires in Western Australia. All of these events had an
inevitable impact on the performance of our networks
and our ability to provide services to customers.
Following each event and as soon as it was safe to
do so, Telstra staff were in the field restoring services,
assisting customers and supporting communities.
Our assistance included the establishment of
communications services in evacuation centres,
providing phone cards and handsets, distributing
satellite handsets and enabling payphones to provide
free calls in affected areas.
We have an extremely strong commitment to the
communities where our customers and employees live
and work. This was certainly evident during the natural
disasters with so many of our employees going above
and beyond their normal role. You will read about one of
these courageous stories in the pages that follow.
At Telstra, our ambition is to change the way our
customers talk about us and deliver value to you, our
shareholders. We believe we are well on the way and
look forward to the year ahead.
Catherine B Livingstone AO Chairman
David Thodey Chief Executive Officer
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* Guidance assumes wholesale product price stability and excludes any further impairments to investments and proceeds on the sale of businesses.
Pictured: David Thodey with Dave Liddell and Dave Kincaid during the CEO’s visit to check in with Telstra restoration crews at St Lucia, Queensland.