Our customers purchase our products and services, participate on our platforms and provide the primary source of our revenue.
Basis of assessment: net promoter score (NPS)
- Through customer immersions, focus groups, online panels, face-to-face interactions and digital channels, including unstructured supplementary service data, apps and SMS.
- At our retail stores and service centres, including dedicated support for persons with disabilities.
- Gathering NPS feedback through interviews and focus groups.
- Interactions on our social media channels
- Personalised propositions, direct marketing messaging and feedback.
- Aspirational and inclusive brand communication.
- Complaints management system.
- Providing quality connectivity services and platforms to support digital inclusion, which are easily accessible and affordable.
- Providing relevant financial services, including savings and loan products, to improve financial inclusion.
- Empowering our employees and agents to provide exceptional customer service by embedding a customer-led culture.
- Rewarding customer loyalty.
- Securing data and protecting personal information.
- Removing pain points, providing good customer service and resolving service-related issues promptly.