Customers ⫶ Good progress in Germany, but more to do
Leading customer experiences
Operating strong networks
Opportunity in convergence
• Strong customer satisfaction, with NPS improving YoY across all products • Independent customer assessment awards, incl. near-perfect website score 1 and best retail stores 2 • Expanded AI care capabilities, increasing first-contact resolution to c.80% of customer enquiries
• Next-generation 5G standalone mobile network, covering >94% of the population • 5G slicing and Quality on Demand, available to B2B customers, providing assured performance • Germany’s largest gigabit footprint, of any operator, with 31.5 million households • OXG fibre rollout accelerating, with 1.1 million homes passed, expect 1.4 million by Mar’27
• ‘One-stop-shop’ for connectivity in the home across mobile, broadband, and TV • Personalised convergence propositions and targeted campaigns • Share of households with three or more products increasing • Customer base of 12.8 million single-product households provides significant opportunity
Customer satisfaction Net Promoter Score, YoY
Households passed millions
Converged customers %
Consumer
+4pp
Cover >75% of households with gigabit speeds
24%
H1 FY27
25.0
6.5
19%
Mobile
+4pp
H1 FY26
TV
+4pp
25.0
5.0
Converged mobile customers
Converged broadband customers
Cable
+4pp
Owned gigabit
Wholesale gigabit
1. Source: “Gewählt zum Kundenservice des Jahres 2026”, Armonia Deutschland GmbH; Vodafone achieved a near-perfect website score of 99.6% in the independent customer service assessment. 2. Telecoms Retail Shop test by CHIP magazine (September 2026), Germany-wide mystery shopping.
Vodafone Group Plc H1 FY27 Results ⫶ November 2026
Page 21
Powered by FlippingBook