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Our business
Operating context
Delivering on our strategy
Our governance structure
Administration
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We have maintained a strong focus on our leading after-sales
and repair activities, driving repair avoidance and first
repair resolution through our RED Box diagnostics tool.
Since introducing the tool, 90% of faults have been resolved
in-store, with more than 176 000 devices not needing to
be sent to repair workshops. We have resolved more than
170 000 first-line technical services within 24 hours, with
over 600 000 repairs processed on average within five days.
We further enhanced the experience for RED customers; who
received like-for-like loan phones with the same operating
system in instances where their device needs to be sent to
an advanced repair centre. To date, we have distributed 2 000
of these loan devices to 285 of our stores.
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We completed more than 10 000 transactions with our
revolutionary Apps Loader platform, enabling customers to have
their chosen apps downloaded and registered on their device
before leaving the store.
International operations
We have delivered further improvements in our retail activities
across our International operations, where we are focusing on
getting the basics right for our ambitious CARE initiative.
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We improved our NPS position in the DRC to first from
fourth place last year, maintained our lead on NPS in Lesotho,
moved to second place in Mozambique and fell to third place
in Tanzania.
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We have continued to rollout new store formats in all our
markets, introducing RED boxes in many of our stores, and
are making further investment in improving our customer
call centres.
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Tanzania launched an M-Pesa app for smartphones that has
unique experiences such as QR code assisted payments,
easier access to contacts, predefined amounts and integrates
with the merchant payment platform.
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In response to the significant customer registration
requirements in Tanzania, the DRC and Mozambique, we
have introduced a registration app to improve the customer
experience and mitigate the significant negative impact of
these requirements.
Vodacom recognised as top telecoms
customer service provider
Vodacom was recognised as providing the best customer service
in the telecoms sector, in market research organisation Ask
Afrika’s Orange Index 2016/17. The annual survey, conducted
since 2001, is the most comprehensive and longest running
service excellence benchmark in South Africa. It provides a
barometer of how companies are treating their customers
compared with their competitors and across industries.
NPS
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rating
Country
2017
2016
South Africa
1st
1st
Tanzania
3rd
2nd
DRC
1st
4th
Mozambique
2nd
1st
Lesotho
1st
1st
1. To measure the quality of the customer experience, we use the net
promoter score (NPS) based on one question: “How likely would you
be to recommend Vodacom to a friend, family member or colleague?”.
Our performance
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