Vodafone launches the second phase of We CARE, the program that aims to consolidate and enhance the relationship of trust with customers, through a series of concrete actions, in the areas of connectivity, transparency, recognition of customer loyalty, and accessibility of the service. Thanks to the We CARE initiative, Vodafone is today the telephone operator most recommended by customers in Italy. The figure is certified by the monthly monitoring of the NPS (Net Promoter Score), conducted by GfK, one of the most important market research institutes in Italy.
Customer Loyalty Award
The first initiative of the new phase rewards the loyalty of customers who, depending on the years of stay with Vodafone, receive Giga as a gift. It starts with 1Giga for Vodafone customers for at least a year, to get to 10Giga for 10 years. The promotion can be activated from today until 5 June through the My Vodafone app or by calling 42040. The free Giga will be valid in Italy for 4 weeks from activation, after which they will automatically deactivate. Business customers can be rewarded up to 20 Giga.
Guaranteed network for companies
Starting from 15 June, Vodafone launches the Guaranteed Network for businesses. From the My Vodafone Business App it will be possible to certify the network performance of the company voice SIMs every month: the customer will in fact be able to view the report on the quality of the calls made, check the percentage of navigation on Rete Veloce and directly measure the speed of the network through the speed test. Vodafone guarantees the performance of its network and, in case of performance below certain reliability standards, customers will have 1 day of free navigation. "Rete Garantita" will also be the privileged channel for booking a recontact by customer service which, for Business and Corporate customers, provides a personalized team of expert consultants always available with "Prima Classe" and "Red Carpet" services.
roaming
Vodafone has recently eliminated roaming, in advance of European regulation, with the launch of Red plans for consumer and business customers which include calls, SMS and Giga, even abroad.
Initiatives already implemented
Among the initiatives already implemented there are: Satisfied or Reimbursed on the 4G network (in the context of connectivity), Satisfied or Reimbursed on Digital Services (transparency), days of free navigation on special occasions regularly offered to all customers, special thoughts delivered from colleagues in customer assistance, and customer visits to the Vodafone Competence Centers (recognition of loyalty), direct line to the call center in stores and the launch of the "first class" service for business customers (accessibility).
We CARE also includes the 'Care 4 Your Future' program for the placement of 200 young apprentices in the competence centers of Milan, Pisa, Bologna, Padua and Catania. The goal is to integrate the consolidated experience of current operators with the sensitivity of young "millennials", digital natives, in a process of continuous improvement that concerns customer service in its entirety. The young apprentices will be placed in strategic work areas for the Vodafone Competence Centers such as digital and social care, the convergence between mobile and fixed connectivity and content and the world of integrated services for businesses. Constantly evolving areas that require ever more advanced and specialized skills.
In fact, with the transformation of the methods of interaction with customers, the skills of the operators are also changing, becoming more and more advanced (3 interactions out of 4 of the 70 million monthly interactions with customers take place through digital channels. Half of these are carried out from App My Vodafone and from m-site. The weight of social channels is increasing with 840 monthly interactions via Facebook, Twitter and YouTube).
Vodafone's 4G Fast Network exceeded 95% of the population with 6500 municipalities covered, and was recognized as the best 4G mobile network in Italy by the German Institute of Quality and Finance, and by the research company P3 Communications. Fiber optic services are now available in 294 Italian cities, equal to 8,7 million households and businesses. Following the commercial agreement with Enel, Vodafone has just activated the first customers with 1Gbps fiber to home (FttH) in the city of Perugia.
