Our customers are vital for the success of our business and we put them at the heart of everything we do.

Dialogue with customers: listening & responding; customer satisfaction surveys, including NPS.

Continuous direct contact; regular customer opinion surveys (monthly, quarterly, annual and ad hoc)

• a reliable and resilient network;
• good coverage;
• safe services;
• simple, transparent offers and pricing;
• good convergent offer;
• excellent customer service;
• easy access to services;

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Engagement of adequately skilled and motivated employees plays a critical role in delivering excellent customer service and increasing long-term value generation.

Employee training, and talent development; dialogue with employees: satisfaction survey; dialogue with Trade Unions.

Continuous direct contact; regular satisfaction surveys twice a year

• friendly and modern work environment;
• competitive remuneration levels;
• safety standards;
• clear career path and motivation system;
• opportunities for development;

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Building strategic alliances can help to ensure the quality of our network and broaden our portfolio of customer offers.

One-on-one business meetings; agreements based on fair rules of co-operation.

Regular and on-going contact

Transparent and fair rules of co-operation

Suppliers and contractors impact on our ability to provide products and deliver services.

Dialogue and building of long-term relations with suppliers; group assessment: opinion surveys; audit.

Regular and on-going contact; opinion surveys at least once a year

• fair treatment;
• transparent rules of tenders and co-operation;
• timely payment, favourable terms;

As our industry is regulated, it is essential for us to establish and maintain constructive relationship with the regulator.

Maintaining constructive dialogue with regulator; consultation process; dedicated reporting; meetings; participating in industry conferences.

Regular and on-going contact

• licensing and compliance;
• quality of services and network performance;
• wider access to broadband;
• partnership in health and education;
• investment in disadvantaged communities;

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Empowering local economies strengthens the socioeconomic context in which we operate.

Co-operation with communities; programme partnership with educational and social institutions.

Regular and on-going contact

• investment in infrastructure;
• social investment in communities;