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Vodafone Group Plc. FY25 Q&A Transcript JP Morgan
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We have seen how the recipe is working in the UK, but anywhere in the Group, having happy and loyal customers is the number one priority that we have. I need to tell you, one of my biggest satisfactions in the last two years has been to see how the culture of the company has really rallied around giving our customers the service that they deserve and winning our customers' trust every day. It has generated a lot of energy. The other thing that is really important is there are no quick fixes for customer experience. It is long, hard work, which is why we are so happy after two years, and you asked what have you done, of investing in the network, investing in customer journey, investing in processes to see that we have across Europe five million less detractors. Obviously, the most important place where we are working is Germany, where we are not done by any stretch of the imagination. But it is good to see the trajectory and the results I was mentioning earlier as a function of what we have invested in the market and also seeing how this then translates, but I am sure this can be another type of conversation, on lower churn in areas such as fixed broadband. A very important leading indicator. You will always see it living in our scorecard as well.
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