Driving Customer Experience Excellence with Vodafone HeartbeatHarry Odenhoven

Vodafone is one of the world’s largest telecoms operators

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17 countries in which we have fixed operations

52 Partner Markets

26 countries in which we have mobile operations

100 countries connected by our submarine cables

£59bn market capitalisation(September 2016)

30 countries where we offer Internet of Things services

Unifying communications

The world’s second largest mobile operator- 465m customers

13.7m fixed broadband customers- 12.6m in Europe

TV in seven markets- 9.6m customers 3

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£19bnCapEx invested

203,0002G, 3G and 4G sites added

102,000sites upgraded to high capacity infrastructure

Project Spring completedThe largest and fastest investment programme in Vodafone history

115,000mobile sites upgraded with modular base station equipment

Vodafone’s strategy

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A converged communications leaderCorefootprint

Europe, Africa and India

Number 1 or 2in mobile

Path to Unified communications

Four growth engines

• Data• Fixed• Emerging markets• Enterprise

We are also investing in customers through the Customer Experience Excellence (CXX) programme

CXX is not just about providing the best coverage and connectivity, but also about making everything about being

a Vodafone customer easier, clearer and more reliable.

Vodafone Commitment Customer Promises

C Connectivity “Network satisfaction guaranteed”

A Always in control “Cost control with no surprises”

R Reward loyalty “Extra rewards & service”

E Easy access “Always available, ask only once”

Simple and engaging communication supporting our promises

WeCARE

Vodafone Heartbeat is key for driving CXX

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Vodafone Heartbeat is live in 20 markets for Consumer, SoHo and SME customer.Enterprise touchpoints being rolled out this year.

• “TNPS should be the

heartbeat of the

company” – Paolo

Bertoluzzo, COO

• We should be able to view

TNPS in the same way we

view our share price

The benefits of a successful execution would be delivered across the whole of Vodafone Group

• Tangible symbol of the

CXX programme to show

how Vodafone values

customer feedback

• Leading technology

platform with reporting

for 1000s of employees

• One Methodology: a truly

global approach to

measure engagement with

our customers

• TNPS for all channels,

with massive survey

volumes

Last year we introduced Vodafone Heartbeat across the company, to let people know what it is and why we are doing it

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How many seconds are there in one day?

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How many seconds are there in one day?

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60 x 60 x 24 =86,400 seconds in a day

Every day we get over 100,000 surveys in Vodafone Heartbeat

So our “heart rate” is a very healthy 69 surveys per minute!

You can easily find Heartbeat, right next to our share price….

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…and the Vodafone Heartbeat app is now on our internal app store

• Single sign on login with normal Vodafone username and password

• 27,000 users and counting!

Our users love it!

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Thank you