South Africa
Lesotho
Mozambique
Tanzania
DRCReputation survey
The benefit of more meaningful engagement with the people that keep us in business is clear. By integrating what they think into our decision-making, we’re able to be more responsive to their concerns and open to the opportunities they point out. Stakeholder engagement is an important agenda item for our Board and Executive Committee. While this critical function is managed by Group Corporate Affairs, the relevant units in our operating companies interact directly with their stakeholders.
We communicate with stakeholders on an ongoing basis and in the most appropriate ways given our diverse stakeholder relationships.
In 2011 we contracted Globescan and Ipsos Markinor to conduct a comprehensive Reputation Survey. It was very broad and detailed, covering all the countries in which we operate. Approximately 2 600 questionnaires were submitted, including 1 800 members of the general public (some of whom are our customers), and 500 Vodacom employees. Key business accounts and partners, suppliers, franchisees, distributors, regulators, NGOs, financial analysts and investors were also part of the sample.
The study helped us to understand our stakeholders’ concerns and deal with them more effectively. It showed us where we need to focus our attention in the year ahead. It also indicated what our stakeholders consider our reputational value drivers to be. Our performance against each driver is shown below.
| Reputation drivers | Attributes | |
|---|---|---|
| Network reliability | Offers reliable network coverage | |
| Customer service | Looks after its customers | |
| Responds to customers quickly and effectively | ||
| Understandable products | Offers range of products and packages that are easy to understand | |
| Affordable and reliable products | Offers good value for money | |
| Offers a wide choice of packages | ||
| Sells reliable products | ||
| Innovation | Introduces new products and services regularly | |
| Contributes to development of telecoms industry | ||
| Is introducing advanced technology which makes my life easier. | ||
| Financial performance | Financial performance | |
| Contributes to the economy of the country | ||
| Is a major employer in South Africa | ||
| Is a good long-term investment | ||
| Employee relations | Attracts and keeps the best employees | |
| Treats its employees well | ||
| Is a diverse and transformed company | ||
| Contribution to society | Supports local communities | |
| Supports charities and good causes | ||
| Sponsors sporting events | ||
| Impact on health and the environment | Is environmentally responsible | |
| Is transparent about health issues related to the telecoms industry | ||
| Management and culture | Has clear plans for the future | |
| Has global reach | ||
| Shows strong business leadership | ||
| Has highly skilled management | ||
| Trustworthy and responsible | Is trustworthy | |
| Behaves in a responsible way | ||
| Shows integrity | ||
| Is accountable and open | ||
| Marketing | Has a strong, well-recognised brand | |
| Is market leader | ||
| Advertises its products and services widely | ||
| Engagement | Listens and communicates well | |
| Provides useful information about products and services |
