Key figures and results

Key figures & results

The Easiest Place to do Business
  2012/2013 2011/2012 2010/2011
Net Promotor Score1 -13 (joint 1st place) -14 -15
Customer Effort Score2 77% Not available Not available
Number of handsets collected 114,279 69,379 68,918

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The Easiest Place to do Business
  Target for 2012/2013 2012/2013 2011/2012 2010/2011
Net Promotor Score1 1st place, at least 5 points ahead of the NPS of competitors -13 (joint 1st place) -14 -15
Customer Effort Score2 > 80% 77% Not available Not available
Number of handsets collected 100,000 114,279 69,379 68,918
Number of customers 5.3 miljoen 5.3 million 5.0 million
Number of shops 263 shops (Vodafone: 99, BelCompany: 164) 296 shops (Vodafone: 88, BelCompany: 174, Telefoonkopen.nl: 34) 88
Total number of customer contacts 65,392,466 48,101,457 45,580,351
% of questions via call centre 9.0% 11.8% 11.0%
% of questions via self-care on PC or mobile 90% 90.7% 88.1% 89.0%
% online via social media 0.3% 0.1% 0.0%
Total number of complaints 45,075 68,512 43,067
Eco-score3 ≥ 70%

68.6% of handsets provided with an eco-score
(Apple does not wish to participate)

Introduction of eco-score: 70% of handsets provided with an eco-score
(Apple does not wish to participate)

Not applicable

1 The Net Promoter Score is used to measure the extent to which customers recommend Vodafone to third parties. The Net Promoter Score uses a 10-point scale, where 9 and 10 mean the customers are promoters (ambassadors of Vodafone) and 0 to 6 mean they are detractors (customers who do not recommend Vodafone or are negative about it). The Net Promoter Score is calculated by deducting the percentage of detractors from the percentage of promoters. We have been measuring our Net Promoter Score for a number of years in all channels where there is customer contact (shops, customer service, online) and for the Vodafone brand in general.

2 The Customer Effort Score is used to measure how much effort the customer has had to make to get a question answered or a problem solved via our customer service team, for example, or how much effort the customer has had to make to place an order in our online shop. The Customer Effort Score is measured on a 5-point scale, where 1 represents little effort and 5 represents a lot of effort. The % relates to the respondents who give a rating of 1 or 2 on the 5-point scale.

3 Sustainability label for phones, which is validated by KPMG and offers transparency in the chain. The eco-score is based on three categories: company values and principles, the life cycle analysis and sustainable design.

1 The Net Promoter Score is used to measure the extent to which customers recommend Vodafone to third parties. The Net Promoter Score uses a 10-point scale, where 9 and 10 mean the customers are promoters (ambassadors of Vodafone) and 0 to 6 mean they are detractors (customers who do not recommend Vodafone or are negative about it). The Net Promoter Score is calculated by deducting the percentage of detractors from the percentage of promoters. We have been measuring our Net Promoter Score for a number of years in all channels where there is customer contact (shops, customer service, online) and for the Vodafone brand in general.

2 The Customer Effort Score is used to measure how much effort the customer has had to make to get a question answered or a problem solved via our customer service team, for example, or how much effort the customer has had to make to place an order in our online shop. The Customer Effort Score is measured on a 5-point scale, where 1 represents little effort and 5 represents a lot of effort. The % relates to the respondents who give a rating of 1 or 2 on the 5-point scale.

2012 2013 en Vodafone Magazine