30 / 98
Our NPS performance rating
Country
2018
2017
2016
South Africa
1
st
1
st
1
st
Tanzania
1
st
3
rd
2
nd
DRC
1
st
1
st
4
th
Mozambique
1
st
2
nd
1
st
Lesotho
1
st
1
st
1
st
Digi-CARE
As part of our Vision 2020 commitments, we will be adapting
the definition of the four CARE pillars to make them more
digitally specific:
Connectivity that is smart and secure
C
A
Always excellent value
R
Real-time relevant rewards
E
Easy, personal and instant access
Through digi-CARE we will be looking to provide the most
engaging digital customer experience, blending the best of
technology and human interaction in a personal, instant and
easy way.
Driving a positive customer experience in
our retail operations
South Africa
We have continued to drive our Vision 2020 across our retail
activities this year, embedding a digital culture and delivering
digital capabilities to maintain market differentiation through the
quality of our end-to-end service offerings.
Rolled out the Vodacom Retail app to 265 stores with 832
tablets in circulation, enabling customers to do paperless
upgrades instantaneously with a sales consultant, halving the
transaction time.
Delivered the Qnomy queue management system to 195
stores across the country.
Rolled out the Vision 2020: Digital Now! Customer Now!
training to 1 173 front-line staff in 195 stores.
Extended our Perfect Start Up practice into Chatz stores and
independent dealers, with more than 400 stores now adopting
these enabling services.
Successfully completed 20 stores as part of the
transformation strategy of our Vodacom 4U channel,
repositioning the brand for the youth segment. We are on
track to complete around 90 stores in three years.
Digitally enhanced 187 of our Vodacom Shop stores with LFD
commercial screens, LED projecting signage, and digital
integrated panels.
Maintained a strong focus on our differentiated after-sales
model, driving our repair avoidance strategy and first-line
repair resolution through TechZone, resolving more than
200 000 first-line technical services within 24 hours and
processing on average 650 000 repairs within five days.
Through our ‘Fit for growth’ initiative, we moved 1.2 million
customers from a paper-based billing solution onto an
e-Billing platform solution, achieving savings of R38 million.
International
We have continued to enhance our activities across our
International operations, building on earlier progress in driving
our ambitious CARE initiative.
We have made further progress in rolling out new store
formats in all our markets, as well as additional investment in
improving our customer call centres. We continue deepening
our use of digital as a means of further enhancing the
customer experience, primarily through our ‘Just 4 You’
offering.
We have had good uptake on our registration app aimed at
improving the customer experience and mitigating the
negative impact of the significant customer registration
requirements in Tanzania, the DRC and Mozambique.
In Tanzania, Mozambique and Lesotho our new Knowledge
Base Portal is enabling our front-line staff to more readily
access information on all our products and services. This has
increased efficiency in customer handling and further
improved the customer experience through our
knowledgeable call centre and retail staff.
Delivering leadership on NPS
To measure the quality of the customer experience, we use the
NPS based on one question: “How likely would you be to
recommend Vodacom to a friend, family member or colleague?”
Vodacom ended the year leading in NPS in all of our markets, for
the first time, which is a significant achievement.
g
g
In
South Africa
, at year-end we ranked number one in both
Consumer and Enterprise NPS, with a 10 and 13 point gap
respectively against our nearest competitor.
g
g
In the
DRC
, we have a 4 point gap ahead of our nearest
competitor, taking the lead in the market for the first time in over
six months. We are leading the market on all customer care
attributes.
g
g
In
Tanzania
, we have a 13 point gap to our nearest competitor,
despite heavy competitive pressure in the form of price cuts by
competitors.
g
g
In
Mozambique
, we maintained a stable headline NPS at 65
points, with a lead of 4 points, driven by improvements across
most emotional attributes.
g
g
In
Lesotho
, we maintained a lead in headline NPS at 70 points,
leading in most functional and emotional attributes.
Best Customer Experience
continued
26
Vodacom Group Limited
Integrated report for the year ended 31 March 2018