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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"
Delivering the best customer service
In May 2015, we launched an ambitious three-year programme under the Vodafone global CARE initiative that focuses on four areas aimed
at maximising the customer experience:
Vision 2020
We will digitise and simplify the customer experience, substantially enhancing
the quality of service by:
g
g
Using big data analytics, machine learning and artificial intelligence to provide
a complete 360 view of the customer and to develop personalised customer
propositions;
g
g
Providing customers with a seamless omni-channel experience, ensuring
consistent, personalised and efficient customer engagement, both online and
in-store, with digital the dominant support channel and MyVodacom app the
channel of choice;
g
g
Developing advanced technology stores of the future that use biometric and
IoT-enabled services, augmented and virtual reality; and
g
g
Increasing the use of automation, robotics and biometrics to optimise the customer
experience and achieve operational efficiencies across our engagement channels.
Providing an exceptional customer
experience creates a meaningful
and sustainable differentiation from
our competitors. As part of our
vision of becoming a leading digital
company, our goal is to digitise the
customer experience and
substantially enhance the quality of
service we provide, so that we lead
in net promoter score in each of
our markets.
best customer
experience
02
We will provide a seamless, frictionless, personalised,
digital experience to our customers.
Our strategic performance
Vodacom Group Limited
Integrated report for the year ended 31 March 2017
28