Company Name and page strapline

Sustainablity

Earning the trust of customers and the public

Stakeholder engagement

Stakeholder

What matters most to them

Way we engage

Customers

•	Better value offerings
•	Faster data networks and wider coverage
•	Making it simpler and quicker to deal with us
•	Converged solutions for business customers

Call centres and outlets. Extensive focus groups and customer interviews.

*	Active Twitter and Facebook customer engagement
*	New online portal with greater customer self-service capability
*	Monthly Net Promoter Score interviews done in most markets

Employees

•	Clear career paths
•	More knowledge sharing across the Group
•	Building the coaching capability of leaders
•	Better understanding of reward structures

Weekly emails, intranet, top management/CEO roadshows, webcasts and dedicated employee call centres.

*	Yammer, an internal conversation platform, launched
*	People Survey conducted across the Group
*	New Vodacom Buzz magazine

Business partners

•	Fair treatment across the board
•	Top management involvement with customers
•	A consistent customer experience
•	Making it simpler and quicker to deal with us

Dedicated call centres, trade bulletins, allocated business managers, annual business partner conference.

*	Top management one-on-one meetings with key distribution partners

Suppliers

•	Timely payment and favourable terms
•	Improving health and safety standards
•	Partnering on environmental solutions
•	Broad-based Black Economic Empowerment (‘BBBEE’) compliance

Supplier forums, industry conferences and exhibitions, tender processes and anonymous fraud hotline.

*	12 key suppliers now transact with Vodafone Procurement Company
*	Monthly and quarterly supplier forums

Government and regulators

•	Licensing and compliance
•	Quality of service and network performance
•	Wider access to broadband communications
•	Meaningful partnerships in health and education
•	Investment in disadvantaged communities

Routine engagements by dedicated government relations and regulatory department, formal responses on policy and regulations.

*	Consultation forums
*	Share international best practice through Vodafone relationship

Investors

•	Manage impacts of growing data business
•	Scope for higher divide
•	Risks and opportunities of expanding in Africa
•	Transparent executive remuneration

Results presentations, webcasts, conference calls, dedicated website portal, local and international roadshows.

*	Investor day to engage with key executives
*	Independent non-executive Chairman investor roadshow on sustainability, governance and executive compensation

Communities

•	Access to mobile communities
•	Access to basic services such as finance, health and education
•	Investment in infrastructure
•	Responsible expansion of infrastructure

Vodacom regional teams, Vodacom Foundations, via local governments and associations.

*	Vodacom Change the World, a CSI project with customer volunteers
*	Vodacom Red Alert, SMS based fund raiser

*	New initiatives

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