Vodafone 2016 Annual Report Download - page 9

Download and view the complete annual report

Please find page 9 of the 2016 Vodafone 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.

Page out of 208

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
  • 68
  • 69
  • 70
  • 71
  • 72
  • 73
  • 74
  • 75
  • 76
  • 77
  • 78
  • 79
  • 80
  • 81
  • 82
  • 83
  • 84
  • 85
  • 86
  • 87
  • 88
  • 89
  • 90
  • 91
  • 92
  • 93
  • 94
  • 95
  • 96
  • 97
  • 98
  • 99
  • 100
  • 101
  • 102
  • 103
  • 104
  • 105
  • 106
  • 107
  • 108
  • 109
  • 110
  • 111
  • 112
  • 113
  • 114
  • 115
  • 116
  • 117
  • 118
  • 119
  • 120
  • 121
  • 122
  • 123
  • 124
  • 125
  • 126
  • 127
  • 128
  • 129
  • 130
  • 131
  • 132
  • 133
  • 134
  • 135
  • 136
  • 137
  • 138
  • 139
  • 140
  • 141
  • 142
  • 143
  • 144
  • 145
  • 146
  • 147
  • 148
  • 149
  • 150
  • 151
  • 152
  • 153
  • 154
  • 155
  • 156
  • 157
  • 158
  • 159
  • 160
  • 161
  • 162
  • 163
  • 164
  • 165
  • 166
  • 167
  • 168
  • 169
  • 170
  • 171
  • 172
  • 173
  • 174
  • 175
  • 176
  • 177
  • 178
  • 179
  • 180
  • 181
  • 182
  • 183
  • 184
  • 185
  • 186
  • 187
  • 188
  • 189
  • 190
  • 191
  • 192
  • 193
  • 194
  • 195
  • 196
  • 197
  • 198
  • 199
  • 200
  • 201
  • 202
  • 203
  • 204
  • 205
  • 206
  • 207
  • 208

We want to show
customers we CARE
While Project Spring has built better networks, we know that our customers also want great
customer service, so we have launched a customer service excellence programme. The goal
is simple: to substantially enhance the quality of service we provide and to be the Net Promoter
Score leader in every single market in which we operate. Our programme has four simple pillars:
Customer eXperience eXcellence
which means…
we unify communications, bringing together xed and
mobile services.
which means…
it is easy for our customers to get in touch wherever
and however is convenient for them.
which means…
our customer satisfaction ranking, which we measure
through our Net Promoter Score, makes us the leader
in 13 out of 21 markets.
A wide range of services
to meet customers’ needs
25m 9.5m
mobile money users TV customers
38m
Internet of Things connections
Although our roots are in mobile we now
enable a much wider range of communication
including TV, fixed broadband and landline
calls. But we haven’t stopped there. We also
provide enhanced services such as mobile
money services, cloud & hosting and connected
machines via our IoT services.
More on our mobile money service, M-Pesa:
Page 11
Convenient
sales channels
16,000
exclusive branded shops globally
4,900
stores upgraded to new format in last 3 years
92% of our customers are individuals
or families. We reach them through a variety
of channels including branded stores,
distribution partners, third-party retailers,
and increasingly, online services. 8% of our
customers are enterprises – from small shop
owners to multinationals. We reach these
customers via our direct sales teams, indirect
partners, and telesales channels.
Simple customer service
24/7
call centres in all European markets
41,0001
retail customer service staff
We have a broad customer base comprising
individuals, domestic businesses of all sizes,
multinationals and public sector departments,
with a wide range of communications needs.
Our highly-trained and diverse workforce
of employees from over 130 countries help
provide these different services.
More on People and Diversity:
Page 18
Breadth of services
Connectivity – that
is reliable and secure
“Network satisfaction
guaranteed”
Always in control
“Control your costs
with no surprises”
Rewarding loyalty
“Extra rewards and
better service”
Easy access
“Always available,
ask only once”
We’re continually trying to improve our
customer service, and we are pleased
to be the leader or co-leader in mobile
network quality tests and Net Promoter
Scores in the majority of our markets.
Note: 1 Includes employees, contractors and third parties.
Overview Strategy review Performance Governance Financials Additional information
Vodafone Group Plc
Annual Report 2016
07
More on focusing on our customers:
Page 10