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Performance Governance Financials Additional informationBusiness review
25
Vodafone Group Plc
Annual Report 2012
We want our customers to
enjoythe experience when they
interact with us
a Our traditional voice and text messaging
services are relatively simple to use and
understand, however mobile data can be
more difcult to understand – for example
setting up your smartphone, email account
or accessing internet applications. We are
taking a number of steps to improve our
service to make it easier for our customers.
Our retail stores around the world are being
recongured to offer customers a better
experience with services which ensure
customers leave the store with their
smartphone fully running, and technical
support experts to resolve customers’
questions or problems with their devices.
ByMay 2012 4,400 of our stores provided
these services and during this year we will
further expand the roll out.
a We are also using more online capabilities
so that 57% of our customers in Europe now
receive an electronic bill which saves us
money and also helps the environment.
Wehave extended the online self-care
service from PC to smartphones and tablets
in 17 of our markets and now have eight
million customers who can view their billing
information, their usage and information
about their price plan, across any of their
connected devices.
a We are evolving our contact centre strategy
to encourage the use of social media which
is simple and attractive to use for some
customers. Last year we received 64 million
contacts through our social media contact
centres such as Vodafone Facebook,
YouTube and customer forum.
Our goal is to offer our customers
the most attractive and innovative
range of mobile devices
a Our strategy is to leverage our devices
portfolio to both differentiate as well as
drivedata usage in the market. 27% of our
customers in Europe use a smartphone,
compared to 19% a year ago. Among
consumer contract customers that pay
aregular fee thegure is even higher at
47%. We continuously work with our
strategic partners to have the most
attractive smartphone portfolio, including
both high-end devices and prepaid
handsets such as the value-focused
Vodafone 858 Smart.
We aim to provide services that
help our customers access their
digital life in an easier and safer
way and to build customers’ trust
a We have established a range of integrated
voice, SMS and data plans. Within these
plans, customers are able to use whatever
services they wish – from simple calls and
text messaging to all the applications that
the internet provides. 27% of our customers
in Europe are already on these plans, up
from 13% lastyear.
a In order to keep customers’ information safe
and secure, Vodafone has launched a range
of services designed to support data usage
on smart devices and build longer term
relationships with customers. Key examples
are Vodafone Cloud, Vodafone Contacts,
Vodafone Protect and Vodafone Guardian.
Vodafone Cloud automatically uploads or
saves customers’ photos and videos to the
cloud which can then be retrieved from any
device. Vodafone Contacts, another cloud
based solution, backs up customers’ phone
contacts, so all their numbers are always
safe. Vodafone Protect enables us to locate
lost or stolen phones and laptops, and wipes
the content to keep them secure. Vodafone
Guardian is a service to help protect children
with smartphones against unwanted
communication, promoting responsible use
of mobile technology, and helping parents
control how their children’s smartphones
are used.
Vodafone 858 Smart
The Vodafone 858 Smart is our
Vodafone branded Android smartphone
positioned to accelerate mobile data
mass market adoption, with a retail price
of around £55 in the UK. We are giving
access to the mobile internet with a high
quality experience to the mass market,
and have sold around one million units
since its launch in June 2011.
Mobile data:
Customer experience
We aim to differentiate from
ourcompetitors by smart and
continued investments in
technology, capabilities and
distribution, providing both
agreat customer experience
and competitive value to
ourcustomers.
a We want our customers to enjoy the
experience when they interact with
us, through providing the best retail
stores, the easiest online experience
and most accessible expert advice
when needed.
a Our goal is to offer customers
themost attractive and innovative
rangeof mobile devices, from
smartphones to tablets, USB sticks
and connected devices.
a We aim to provide services that help
our customers access their digital life
in an easier and safer way and to build
customers’ trust .
14,000 1st
We are among the
world’s largest retailers
with around 14,000
retail stores.
Our brand is rated as the
most valuable telecoms
brand in the world.
102010
2011
2012
19
27
Share of European customers
with a smartphone
%
2011
2012
13
27
Share of European consumer contract
customers on integrated price plans1
%
Note:
1 Integrated tariffs were introduced to our markets during the 2011
nancial year.