Our innovative strategies in enhancing customer service include the Expert Resolution programme and the groundbreaking self-refund platform, offering an excellent consumer experience.

Expert Resolution – Turning front-line employees into experts

To foster customer loyalty, we’ve introduced the Expert Resolution programme, transforming all our customer service and retail employees into experts who possess in-depth knowledge of our products and services and can provide solutions effectively.

The foundation of this framework includes a new business model, performance management KPIs and skill-set profiling for our employees.

We also offer rewards such as total pay repositioning and a 20% increase in the starting salary, supported by a revamped onboarding process. The in-life aspect involves upskilling and preparing for the future with assessments in English, digital skills and behaviour.

The programme ensures a consistent and seamless customer experience, regardless of the location or employee. It has shown promising results, including a 43% improvement in resolution time, 100% ticket resolution and the elimination of 4 500 complaints – all contributing to an enhanced customer experience.

Money-back guarantee

For the first time in the market, we built a self-refund platform through the My Vodafone app, where customers can view all their past deductions and claim refunds instantly with the click of a button. Customers can refund bundles, content services and VAS.

We have applied terms and conditions to control fraud and abuse, such as capping on the refunded transactions and amounts, capping on the bundle consumed amount, capping on the bundle renewal date, and more.

Our new self-refund platform in numbers

  • 6.8 million customers visited the platform to review their history of deductions
  • 500 000 refunded customers
  • +9% incremental spend for refunded customers
  • -13% reduction in complaints