Appendix VI KPI definitions
KPI
Definition
KPI
Definition
We regularly measure the reliability of our mobile networks in our controlled European markets (including Turkey) using a combination of internal drive trials and crowdsourced data obtained from an independent benchmarking company. Drive trials are conducted in each market every quarter and assess various customer activities such as voice calls, web browsing, file transfer, video streaming, as well as upload and download data rates. Monthly crowdsourced data monitors other customer experience indicators such as amount of time a device is connected to a 4G or 5G network, as well as sample tests of data rates, latency and data session success rates. Each measure is weighted with an index score for the performance level achieved. Index scores from all measures are aggregated and the total compared to various threshold levels to determine the reliability of the mobile network. A reliability score that achieves at least 85% of the maximum score is considered to have ‘very good’ or better reliability.
Consumer net promotor score (NPS) measures the likelihood that Vodafone and non- Vodafone customers will recommend Vodafone to family, friends and colleagues on a scale of 0 – 10. The aggregated net promoter score can range from -100 to +100. The arrows included within this presentation indicate whether the applicable market’s most recent Consumer NPS is higher, lower or stable in absolute terms compared to the same period from the previous financial year. Detractors are customers who score 0, 1 or 2 in surveys for Lifetime NPS, which only includes Vodafone customers. Lifetime NPS measures the likelihood that existing customers will recommend Vodafone to family, friends and colleagues on a scale of 0 – 10 based on experienced customer journeys. The aggregated net promoter score can range from -100 to +100. The arrows included within this presentation indicate whether the applicable market’s most recent detractor share is higher, lower or stable in absolute terms compared to the same period from the previous financial year. Where no comparable data is available for the equivalent period in the prior year, the earliest available data is used for the comparator. Operating expenditure (opex) includes, but is not limited to, sales and distribution costs, network and IT related expenditure and business support costs. Europe opex savings refers to the reduction in opex in our European markets and Common Functions, excluding energy costs and extraordinary inflation, for example related to wages and salaries. When presenting progress against our Europe opex savings targets, we adjust for M&A and foreign exchange movements during the target period. The employee engagement index is based on a weighted average index of responses to three questions: satisfaction working at Vodafone; experiencing positive emotions at work; and recommending Vodafone as an employer. The aggregated employee engagement score can range from 0 to 100%.
Consumer NPS
Network quality
Detractors
In May 2023, we announced the reduction of roles in Group and markets over a three-year period.
Productivity
Revenue market share represents Vodafone’s share of total communication service revenue in each applicable market (with the exception of South Africa, which is based on mobile service revenue only). The metric is based on internal analysis and public disclosures from competitors and/or regulators. The arrows included within this presentation indicate whether the applicable market’s revenue market share (which may be lagged by one quarter) is higher, lower or stable.
Revenue market share
Europe opex savings
SaaS
Software as a Service
SD-WAN
Software-defined networking (SDN) in a wide area network (WAN)
Employee engagement
Shared operations net promotor score (NPS) measures the likelihood that users of Vodafone’s shared operations (_VOIS Group Business Services) would recommend _VOIS’ services to colleagues. The net promoter score can range from 0-100%.
Shared operations NPS
MDU
Multi-dwelling units
For more KPI definitions please visit the glossary page on our Investor Relations website: Glossary | Vodafone IR
H1 FY25 results ⫶ November 2024
30
Powered by FlippingBook