NPS improving across our markets Vodafone has changed ⫶ We’re improving customer satisfaction Proportion of detractors reducing
FY25 vs. FY23
Δ vs FY23
-3.5pp +1.3pp
+29%
+27%
-2.5pp
+7%
-5.8pp
Germany
UK
Turkey
Mar-23
Mar-24
Mar-25
Germany
UK
Other Europe
South Africa
Outcome • UK: NPS market leader for the first time • Germany: - Best-ever NPS score (every product seeing a year-on- year improvement) - Halved the gap to the incumbent over the last 2 years
Investments & impact
• c.€300m of incremental CX investment over the last two years • >20% reduction in detractors across our customer base (5 million fewer detractors) • Lowest ever deep detractors score across Europe
FY25 results ⫶ May 2025
20
Powered by FlippingBook