Quality of Customer Experience Policy
This policy applies to
All Employees in Vodafone subsidiaries and Joint Ventures with an interest of 50% or more.
Policy objectives
- To ensure that we consistently give customers a differentiated, branded customer experience each time we interact with them.
- To make our customers feel appreciated, confident and inspired by the time they spend with Vodafone so they will use our services more, continue to choose us on a long-term basis and also to recommend Vodafone to others.
The policy
It is the policy of the Board of Vodafone Group Plc that measures and procedures are in place to ensure a superior customer experience. To deliver our promise we should ensure:
- We provide reliable network coverage where our customers are and when they need it;
- Our products, services and terminals are easy to use, relevant and reliable;
- We deliver the best value to customers in return for commitment;
- Whilst roaming, we provide customers with great services, fair pricing and support if they need it to make them feel confident about using mobile services as they would at home;
- Innovation and continuous improvement is at the heart of our product development; and
- Across the entire experience, we continue to surprise and delight our customers.
It is the responsibility of each Local Company Chief Executive Officer to ensure appropriate procedures are in place. Although the Group CMO and the Marketing Director of each Operating Company along with his/her teams are the guardians of the customer experience it is the responsibility of every employee to ensure we exceed customer needs.