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We have made progress in each of these areas over the
reporting period:
Connectivity
– We will be guaranteeing network
satisfaction in terms of speed, reliability and coverage,
and taking a proactive approach in monitoring and
maintaining coverage, call and data quality.
•
We are so confident about the quality of our network, in
August 2016 we launched our dropped-call guarantee
campaign, providing customers with free minutes if a call is
dropped on the Vodacom network in South Africa.
•
In line with our promise to guarantee the network performance
for our customers, we proactively monitor and resolve network
issues, with a priority focus on those areas where there are
known detractors, high-value customers or high dropped-call
rates. On resolving the issue, we send an SMS to all
surrounding cells informing customers that a network problem
has been picked up and resolved. Since August, more than
1.1 million customers were engaged via SMS, informing them
that their issues have been resolved and service restored and
they should have a better network experience.
•
In November 2016, we launched our Vodacom Ready Business
Assessment tool that allows enterprise customers to self-
assess how their business is performing and their level of
technological competitiveness, and to identify opportunities to
improve. The outcome of the assessment is a Business
Readiness score and a personalised report with which we are
able to recommend solutions to improve their score.
•
In October 2016, we launched Vodacom Business Booster to
our SME market – a full feature accounting, inventory
management, order, quotation, invoicing and expense
management solution. The service includes a mobile app that
customers can use to issue quotations and invoices from their
mobile devices.
Always in control
– We aim to ensure that customers
have full control of their spend, and do not have any
surprises from bill shock.
•
Through our award-winning MyVodacom app, customers can
view balances, buy bundles and manage their account, free
of charge.
•
We provide out-of-bundle notifications and smart
recommendations for optimal in-bundle usage.
•
We have extended our international roaming product,
Travel Saver, to 180 countries, and we will be launching
new cost-effective roaming data bundles soon.
•
In December 2016, we broadened our international prepaid
data-roaming footprint from 10 to 64 countries.
Rewarding loyalty
– We are rewarding long-term
customers, and refreshing our existing contract and
prepaid loyalty programmes.
•
This year, we launched various new loyalty programmes,
including our Surprise & Delight programme and LifeStyle
rewards aimed at the youth segment.
•
Vodacom leveraged the Summer platform, Play Every Day,
to launch incentives in the form of third-party lifestyle
vouchers to our customers. There were over 1 billion plays
and we offered more than 13 million discount vouchers,
24 000 mystery prizes, 296 grand prizes, and 98 TVs and
PS4s, to the value of R8.4 million.
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