FY24 progress ⫶ b) Improving customer satisfaction – UK case study Lowest Ofcom complaints in the industry
• Customer insights processed through real-time AI models feeding to weekly customer experience boards • Deployed digital capabilities to support contact reduction and enable customer self-service (e.g. My Vodafone app) • Merged all customer facing operations to create single view of our customers • Invested in additional call-centre capacity reducing average call waiting times • Expanded opening hours to make it more convenient for customers to contact us • New service-based training ‘Trust In Us’ for over 11,000 people, focused on improving every service interaction
Ofcom: Mobile complaints per 100,000 customers
7
6
6
3
3
2
2
1
VOD Industry average
Industry best
Industry worst
VOD Industry average
Industry best
Industry worst
Q4’23
Q1’19
Significant reduction in average customer call waiting time
Average call waiting time (second)
67
59
79% reduction
24
14
14
Q4 FY23
Q1 FY24
Q2 FY24
Q3 FY24
Q4 FY24
FY24 results ⫶ May 2024
17
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