1 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Customer Experience Tracker Quarterly Report - Q2 2013 Mobile Monitor: Romania
2 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Quarterly report Content
Introduction to the Customer Experience Tracker
Results Overview
Customer Experience Performance:
Postpay & Prepay
Common Global Measures
Key Driver Analysis
Customer Experience Performance
Magic & Miserable Moments
Appendix
Total Section
Technical Note
Sample Sizes
Glossary of Terms
Romania
Mobile Monitor Q2 2013
3 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Quarterly report Introduction to the Customer Experience Tracker
The Customer Experience Tracker (CET) provides a consistent quarterly assessment of Orange in 9 key markets in a strategic competitive context.
CET is part of a joint initiative (QRSE + Group Market Research) within the Customer Experience Programme. The Orange ambition is to become #1 for Customer Experience by 2015.
CET is the measurement tool to support the Customer Experience strategy
CET provides Group and Local stakeholders with a high-level view on Oranges customer experience performance relative to its main competitors, highlighting priority action areas.
CET fieldwork commenced in September 2008.
CET is entirely funded and run by Orange MR Group.
Romania
Mobile Monitor Q2 2013
4 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Quarterly report Structure of Composites
Customer Experience Performance
Romania
Offers Quality Customer
Interactions
The composite score is calculated by taking an average of the scores that an individual customer gives across all of the measures within the composite. This provides each customer with their own individual score for each composite. This figure is then used to calculate a standard aggregated mean.
Value Cost Billing/Top Up Range Of Tariffs &
Plans
Range Of Handsets Offers That Are Easy
To Understand
Clear & Honest Communication
Rewards My Loyalty
General Quality Perceptions
Network Coverage - Voice
Network Coverage Data*
Easy To Use Products & Services
Shops Customer Services Website Buying Experience Upgrade Experience Ease of Set-Up Supports & Helps Its
Customers
Relationship Kept Informed Staff Are Knowledgeable
& Well Trained
Staff Are Polite & Friendly
Emotion
Image & Reputation Trustworthy Makes Me Feel Valued Respects My Privacy Stated Loyalty Cares About Your
Needs
Listens & Adapts
Mobile Monitor Q2 2013
5 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Quarterly report While Oranges performance is quite stable, the
inclusion of Digi changes relative positions (Postpay)
Significant gains vs. Q1 2013
Orange achieves no significant gains this quarter
While Oranges performance is stable, the addition of Digi Mobil results in some changes in the competitive landscape across CET.
Marginal shifts result in Orange returning to parity for General Quality Perceptions.
A combination of directional gains for Orange and declines for the competition also sees Orange obtain parity for Customer Interactions this quarter. It is, however, unable to make gains across the other composite measures where it remains at significant deficit.
Market Position
Significant declines vs. Q1 2013
There are no signficant declines for Orange this quarter.
Romania
Mobile Monitor Q2 2013
Oranges performance is stable this quarter, but
the inclusion of Digi Mobil into CET has
resulted in this brand moving into the lead on
several KPIs
6 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Quarterly report
A recovery of sorts is seen for Cosmote this quarter, whilst not restoring advantage, it does reverse some of the long-term declines experienced in the last two years. The majority of the areas where Cosmote sees an improving performance centre on the Emotion composite, which may suggest it has been effective with its recent communications and marketing activity
Vodafone has an indifferent quarter, experiencing declines across a number of areas and now trails Digi Mobil on Recommendation, Value and Cost. It loses the advantage it held last quarter on all composite measures, and following a significant decline for Emotion moves into deficit on this composite measure.
Romania
Big Picture: Competitor Performance
Postpay
Mobile Monitor Q2 2013
The addition of Digi Mobil this quarter sees it establishing significant leadership on Cost and marginal advantage for Recommendation and Value. However, it resides at significant deficit for Offers, trailing the lead brand for Billing, Range Of Handsets, Range Of Tariffs and Rewards My Loyalty. It also trails the lead brand for the Quality composite, largely as a result of comparatively weak perceptions around Network Voice.
7 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Quarterly report
Recommendation
Postpay - Overview of Market
Common Global Measures
Question: A2-3; B1-3
Movement
since last
quarter
Score
Best in Class
Q2 2013 Q2 2012
Cost
Value
Stated Loyalty
Score
Gap to
best
competitor*
Movement
since last
quarter
Score
Best in Class
Gap to
best
competitor*
Best
in
class +
Best
in
class +
81 +1 -5 86 n/a -1 -6
7.1 -0.2 -1.0 8.1 n/a -0.4 -0.6
8.1 -0.1 -0.3 8.4 -0.1 -0.3 -0.3
7.8 -0.2 -0.8 8.6 n/a -0.3 -0.6
8.7 +0.1 -0.4 9.1 n/a -0.2 -0.3
+Brand Logo is transparent if lead versus next best competitor is not significant *Significance test based on position relative to the market leader Please note the market leader is now only displayed for one brand. The lead is determined by the unrounded mean scores.
Key Takeouts
The addition of Digi Mobil this quarter sees it establishing a leading position on the majority of CGMs; however Cost is the only metric where its lead is significant.
While Oranges performance is largely stable, its significantly behind the lead brand, now Digi Mobil, for Recommendation, Value and Cost.
Romania
General Quality Perceptions
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITORS
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
NO SIGNIFICANT CHANGE
Mobile Monitor Q2 2013
Movement
since
2012
8 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Quarterly report
Offers
Postpay - Overview of Market
Customer Experience Composites
Q2 2013 Q2 2012
Key Takeouts
Movement since last quarter
Score
Best in Class
Gap to best
competitor
Movement since last quarter
Score Gap to best
competitor*
Movement since last quarter
Gap to best
competitor*
Movement since last quarter
Score
Best in Class
Gap to best
competitor*
Best in
class +
Best in
class +
Romania
+Brand Logo is transparent if lead versus next best competitor is not significant *Significance test based on position relative to the market leader Please note the market leader is now only displayed for one brand. The lead is determined by the unrounded mean scores.
While Oranges performance is almost unchanged this quarter, directional declines for Vodafone enable Orange to return to parity for Customer Interactions.
Significant gains from Cosmote on Offers and Emotion, and a directional improvement for Customer Interactions means it is now the best performing brand across these measures, albeit not by significant margins.
Quality
Customer Interactions
Emotion
8.1 0 -0.3 8.4 +0.2 -0.2 -0.3
8.3 0 -0.2 8.5 -0.1 -0.2 -0.3
8.5 +0.1 -0.1 8.6 +0.2 -0.2 -0.1
8.3 0 -0.3 8.6 +0.3 -0.3 -0.1
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITORS
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
NO SIGNIFICANT CHANGE
Mobile Monitor Q2 2013
Movement since 2012
9 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Quarterly report Orange and Cosmote suffer declines although Orange
achieves parity for Recommendation (Prepay)
Significant gains vs. Q1 2013
No gains seen for Orange this quarter.
Positively, Orange is no longer trailing for Recommendation, Top-Up and Image & Reputation.
However, Orange remains signifcantly behind the lead competitor for the the majority of CGMs and all composite measures this quarter.
Market Position
Significant declines vs. Q1 2013
Significant quarterly declines for Range Of Handsets, Rewards My Loyalty, Website, Supports & Helps Its Customers, Staff Are Knowledgeable & Well Trained, Trustworthy, Makes Me Feel Valued and Listens & Adapts To Its Customers.
Romania
Mobile Monitor Q2 2013
A decline for Cosmote
enables Orange to return to
parity for Recommendation.
However, a number of
declines for Orange see it
continue to trail Cosmote
on almost all measures.
10 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Quarterly report
While still enjoying market advantage for this sector, Cosmote does see a number of declines that erode its position in Q3 2013. Most notably it loses its significant lead for Recommendation. Areas where there is a deterioration in performance this quarter include Recommendation, Cost, General Quality Perceptions and Rewards My Loyalty.
Vodafones performance is relatively stable this quarter, with no significant movements evident. However, relative declines for Cosmote and Orange mean Vodafone gains parity for many measures including Recommendation, Cost, General Quality Perceptions, Makes Me Feel Valued and Overall Image.
Romania
Big Picture: Competitor Performance
Prepay
Mobile Monitor Q2 2013
11 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Quarterly report
Recommendation
Prepay - Overview of Market
Common Global Measures
Question: A2-3; B1-3
Movement
since last
quarter
Score
Best in Class
Cost
Value
Stated Loyalty
Score
Gap to
best
competitor*
Movement
since last
quarter
Score
Best in Class
Gap to
best
competitor*
Best
in
class +
Best
in
class +
86 -1 -3 89 -2 -3 -3
7.6 -0.2 -0.4 8.0 -0.5 -0.3 -0.4
8.5 -0.2 -0.4 8.9 -0.2 -0.3 -0.2
8.6 -0.1 -0.5 9.1 -0.1 -0.4 0
9.0 0 0 9.0 +0.1 -0.2 +0.2
+Brand Logo is transparent if lead versus next best competitor is not significant *Significance test based on position relative to the market leader Please note the market leader is now only displayed for one brand. The lead is determined by the unrounded mean scores.
Key Takeouts
Declines for Cosmote and relative stability for Orange, enables the latter to return to parity for Recommendation. Cosmote also exhibits significant declines for Cost and General Quality Perceptions. However, it maintains advantage over Orange for both of these measures as well as Value in Q2 2013.
Q2 2013 Q2 2012
General Quality Perceptions
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITORS
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
NO SIGNIFICANT CHANGE
Romania
Mobile Monitor Q2 2013
Movement
since
2012
12 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Quarterly report Prepay - Overview of Market
Customer Experience Composites
Romania
Q2 2013 Q2 2012
Movement since last quarter
Score
Best in Class
Gap to best
competitor
Movement since last quarter
Score Gap to best
competitor*
Movement since last quarter
Gap to best
competitor*
Movement since last quarter
Score
Best in Class
Gap to best
competitor*
Best in
class +
Best in
class +
+Brand Logo is transparent if lead versus next best competitor is not significant *Significance test based on position relative to the market leader Please note the market leader is now only displayed for one brand. The lead is determined by the unrounded mean scores.
Key Takeouts
Performance for Orange is again stable across the composites, with the result Cosmote remains significantly ahead on each. The only significant quarterly decline for Cosmote is seen across the Offers composite, but it manages to maintain its market leading position in this area.
Offers
Quality
Customer Interactions
Emotion
8.5 -0.2 -0.4 8.9 -0.1 -0.4 0
8.6 -0.1 -0.3 8.9 -0.1 -0.2 -0.2
8.8 -0.1 -0.4 9.2 0 -0.2 -0.1
8.7 -0.2 -0.3 9.0 -0.1 -0.3 0
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITORS
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
NO SIGNIFICANT CHANGE
Mobile Monitor Q2 2013
Movement since 2012
13 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Mobile monitor: Romania
14
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay
Movement since last quarter
Gap to best
competitor
Postpay
Orange Common Global Measures Dashboard
Question: A2-3; B1-3
Best in
class
Mean score (10pt scale) Indexed scores
Mean score (expressed out of 100)
Romania
Data shown Last 3 quarters Base Postpay Orange Customers (500)
Q4 2012
Q1 2013
Q2 2013
Q4 2012
Q1 2013
Q2 2013
Recommendation 81 80 81 +1 -5
Cost 0.96 0.96 0.93 7.4 7.3 7.1 -0.2 -1.0
General Quality Perceptions 0.98 0.97 0.97 8.3 8.2 8.1
-0.1 -0.3
Value 0.97 0.97 0.95 8.1 8.0 7.8 -0.2 -0.8
Stated Loyalty 1.00 0.98 1.01 8.8 8.6 8.7 +0.1 -0.4
+Brand Logo is transparent if lead versus next best competitor is not significant *Significance test based on position relative to the market leader Please note the market leader is now only displayed for one brand. The lead is determined by the unrounded mean scores.
Mobile Monitor Q2 2013
15
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay
Question: A2
Postpay
Recommendation Score
Likelihood to Recommend Current Quarter Score
Ind
ex
Ave
rage s
core
exp
ress
ed
out
of 100
70
80
90
100
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13
0.96 0.98 0.98 0.94 0.97 0.94 0.96 0.96 0.97
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201), Data shown Quarterly Trend
Romania
- 81
- 81
- 86
- 86
Key Takeouts
There are no statistically significant changes in Recommendation this quarter, but incremental movements for Cosmote sees both itself and Digi Mobil establish leadership over Orange and Vodafone for Recommendation this quarter.
Mobile Monitor Q2 2013
16
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay Postpay
Recommendation - Promoters/Detractors
Question: A2
Promoters (%)
Detractors (%)
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201),
0
10
20
30
40
50
60
70
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13
0
10
20
30
40
50
60
70
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13
Data shown Quarterly Trend
Romania
- 49
- 49
- 59
- 61
- 17
- 16
- 8
- 6
Current Quarter Score
Current Quarter Score
Mobile Monitor Q2 2013
17 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Postpay Who are Oranges Promoters and Detractors?
11%
26%
10% 24%
29%
DT DA
MC BC
P
Age Breakdown Gender Profile
Segment Profile Smartphone ownership
6% 6%
20% 27%
20% 14%
6%
14-19 20-24 25-34 35-44 45-54 55-64 65+
Orange Promoters
Orange Overall
41%
Age Breakdown Gender Profile
Segment Profile
0% 7%
26%
44%
13% 9% 1%
15-19 20-24 25-34 35-44 45-54 55-64 65+
Orange Detractors
Orange Overall
41%
Smartphone ownership
49% 17%
Orange Promoters are significantly less likely to be male than the overall Orange Postpay profile, but more
likely to be part of the Basic Communicator segment. Orange Detractors are more likely to be male and
aged between 35-44.
8%
25%
7%
26%
34%
DT DA
MC BC
P
Significantly lower than Orange overall
Significantly higher than Orange Overall
18 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Postpay
4.00 5.00 6.00 7.00 8.00 9.00 10.00
Cost
Quality Perceptions
Value
Stated Loyalty
Offers
Orange Promoters vs Detractors Performance across Customer Experience Measures
QUALITY
Quality Perceptions
Network - Voice
Network Data
Easy To Use
Quality
INTERACTIONS
Shops
Customer Services
Website
Buying Experience
Upgrade
Ease Of Set-up
Supports & Helps
Relationship
Kept Informed
Knowledgeable
Polite & Friendly
Customer Interactions
EMOTION
Image
Trustworthy
Feel Valued
Privacy
Stated Loyalty
Cares
Listens & Adapts
Emotion
OFFERS
Value
Cost
Billing
Tariffs
Handsets
Easy To Understand
Clear & Honest
Rewards Loyalty
KPIs
5 largest gaps in mean score
By understanding how promoters & detractors rate Orange across the metrics, we are able to identify what may have the greatest impact on Recommendation. Emotional measures exhibit 3 of the 5 largest gaps between promoter and
detractor mean scores. Any improvement in perceptions around Trust, Feeling Valued and Caring
About Customer Needs are likely to have a positive impact on levels of promotion.
Value and Supports & Helps also see discernible uplifts in score when comparing the perceptions of Promoters vs. Detractors.
19
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay
Question: A3
Postpay
Stated Loyalty M
ean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201),
Data shown Quarterly Trend
Romania
- 8.7
- 8.5
- 8.8
- 9.1
Current Quarter Score
6
7
8
9
10
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13
0.99 0.96 0.99 0.95 1.00 0.96 1.00 0.98 1.01
Stated Loyalty
Mobile Monitor Q2 2013
20
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay Postpay
Core CGMs
Question: B1, B2, B3
Cost General Quality Perceptions Value
Mean s
core
s (1
0 p
oin
t sc
ale
)
Data shown Quarterly Trend
Ind
ex
Romania
0.98 0.96 0.98 0.94 0.96 0.94 0.96 0.96 0.93 0.94 0.99 0.98 0.94 0.98 0.97 0.98 0.97 0.97 0.95 0.98 0.98 0.95 0.97 0.95 0.97 0.97 0.95
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201),
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 7.1
- 7.5
- 7.6
- 8.1
- 7.8
- 8.0
- 8.3
- 8.6
- 8.1
- 8.4
- 8.3
- 8.2
Current Quarter Score Current Quarter Score Current Quarter Score
Mobile Monitor Q2 2013
21 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Mobile monitor: Romania
22 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Postpay Key Drivers Analysis (1)
Composite Measures - An Explanation
Customer experience consists of lots of different elements, some of which are more important than others. The statistical method we use to identify which interactions are of greater or lesser importance is correlation.
A top-level summary slide shows how strongly the new composite metrics, impact likelihood to Recommend.
1. Our goal is to lead on Recommendation, so this is our key metric.
We use correlations to determine the impact perceptions each composite measure has on Recommendation. The higher the number shown on the chart, the bigger the impact. In this example, Emotion is the strongest driver of Recommendation.
2. Having identified the impact our top-level metrics have on Recommendation, we then indicate how Orange performs relative to its main competitors. The information shown includes the current quarters average scores, statistically significant quarter-on-quarter changes and any significant gaps to the lead brand.
Romania
Mobile Monitor Q2 2013
23 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Postpay Key Drivers Analysis (2)
Composite Drilldowns - An Explanation
Having established the leading drivers impacts on Recommendation and Oranges relative performance on them, we then drilldown to the next level of detail.
Each of our four composites is made up of a number of associated metrics. These are listed in their order of importance in driving Recommendation.
Colour-coding is used on the bars to show how Orange is performing on that metric relative to the rest of the market.
1. In this example, the metrics with the greatest impact on Recommendation within each of the composite sections are:
- Clear &Honest Communication (Offers)
- General Quality Perceptions (Quality)
- Relationship (Customer Interactions)
- Trustworthy (Emotion)
2. Having established the importance of each measure, we then show how we are performing relative to our competitors for each of the drilldowns. We colour-code the bars for this:
RED: Our performance is significantly worse than the best competitor.
WHITE: Our performance is at parity with the best competition.
GREEN: Our performance is significantly better than all competitors
3. Not all customers experience all interactions. For example, not everyone visits our shops or website, or indeed calls customer service.
This means some interactions may not be that important to the whole customer base, but very important among those who have recent experience.
In this example, Customer Services is only the 8th strongest Customer Interactions driver of Recommendation perceptions among the base. However, its 3rd among those who claim to have used it recently (which we define as the last 12 months).
Romania
Mobile Monitor Q2 2013
24 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Postpay Key Drivers Analysis (3)
All Measures - An Explanation
The final Key Drivers slide, shows the impact each individual measure has on Recommendation. This provides an overview of how every attribute ranks in importance, regardless of which composite it belongs to.
2. The bars are colour-coded to show how Orange is performing on that measure relative to the market.
RED: Our performance is significantly worse than the best competitor.
WHITE: Our performance is at parity with the best competitor.
GREEN: Our performance is significantly better than all competitors.
1. All individual measures are ranked in descending order of importance regarding their impact on Recommendation. The correlation coefficient is shown at the end of each bar.
In this example, the single biggest driver of Recommendation is Trustworthy.
Romania
Mobile Monitor Q2 2013
25
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay
10 Offers 26%
Quality 23% Customer Interactions
24% Emotion 27%
Postpay Sector Composite Key Drivers
Analysis based on Jan - May 13 data Q2 2013 Performance
10
Quality
shows the impact of the composite metrics on Recommendation
Current Quarter Score Current Quarter Score Current Quarter Score
Customer Interactions Emotion Offers
8.1
8.2
8.4
8.0
8.3
8.5
8.4
8.1
8.5
8.5
8.6
8.3
Current Quarter Score
8.3
8.4
8.6
8.5
Romania
Mobile Monitor Q2 2013
26
SIGNIFICANTLY BEHIND BEST COMPETITOR
AT PARITY SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Postpay Postpay Sector Key Drivers
Analysis based on Jan - May 13 data Q2 2013 Performance NB The significance testing is versus the market leader
Quality
26% 23%
27% 24%
Likelihood to
Recommend
Offers
Emotion
The length of each bar represents the impact of each attribute on Recommendation
Customer Interaction
26% 23%
27% 24%
Value
Clear & Honest Communication
Offers That Are Easy To Understand
Range Of Tariffs & Plans
Cost
Rewards My Loyalty
Billing & Payment
Range Of Handsets
Quality Perceptions
Easy To Use Products & Services
Network Coverage - Voice
Network Coverage - Data
Trustworthy
Makes Me Feel Valued
Overall Image & Reputation
Cares About Your Needs
Listens & Adapts To Its Customers
Stated Loyalty
Respects My Privacy
Relationship 1
Supports & Helps Its Customers 2
Kept Informed 4
Staff Are Knowledgeable & Well Trained 3
Staff Are Polite & Friendly 6
Upgrade Experience 5
Shops 8
Customer Services 7
Website 9
Ease Of Set-Up 10
Buying Experience Low base
The numbers to the right of the Customer Interactions attributes represent the ranking position among those with experience, see Key Drivers Analysis (2) slide for more detail.
Romania
Mobile Monitor Q2 2013
1
2
4
3
27
SIGNIFICANTLY BEHIND BEST COMPETITOR
AT PARITY SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Postpay Postpay Sector Key Drivers
Analysis based on Jan - May 13 data Q2 2013 Performance NB The significance testing is versus the market leader
Value
Trustworthy
Clear & Honest Communication
Relationship
Makes Me Feel Valued
Overall Image & Reputation
Cares About Your Needs
Quality Perceptions
Listens & Adapts To Its Customers
Offers That Are Easy To Understand
Supports & Helps Its Customers
Easy To Use Products & Services
Range Of Tariffs & Plans
Cost
Rewards My Loyalty
Kept Informed
Staff Are Knowledgeable & Well Trained
Stated Loyalty
Staff Are Polite & Friendly
Billing & Payment
Range Of Handsets
Network Coverage - Voice
Respects My Privacy
Upgrade Experience
Shops
Customer Services
Network Coverage - Data
Website
Ease Of Set-Up
Buying Experience
0.63 0.61
0.60 0.60
0.59 0.58 0.58
0.57 0.55
0.53 0.52 0.52
0.49 0.47
0.46 0.43 0.43
0.40 0.39
0.38 0.34
0.32 0.31
0.30 0.26
0.18 0.17
0.10 0.07
Tie
r 1
D
rive
rs
Tie
r 2
Drive
rs
Tie
r 3
Drive
rs
The length of each bar represents the impact of each attribute on Recommendation
Romania Mobile Monitor Q2 2013
28 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
SIGNIFICANTLY BEHIND BEST COMPETITOR
SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Customer Interactions Offers Quality Emotion
Postpay
Communicate and Raise Importance
Consider Performance Improvement
Communicate and Maintain Performance
Key Action Areas
Postpay Q2 2013
Performance
Imp
ort
ance
Romania
Postpay Performance against Key Drivers
Analysis based on Jan - May 13 data Q2 2013 Performance NB The significance testing is versus the market leader
Key Takeouts
All measures reside on or behind the parity line, indicating performance lags best-in-class. The biggest deficits are apparent on Offers and Emotion attributes, with Customer Interactions all being at competitive parity.
Indices and sig-testing are conducted versus the market leader
Mobile Monitor Q2 2013
Rewards Loyalty
Billing
Handsets
Upgrade
Shops
Customer Services
Value Trustworthy
Clear & HonestRelationship
Feel Valued ImageCaresQuality PerceptionsListens & Adapts
Easy To Understand
Supports & HelpsEasy To Use
Tariffs & PlansCost
Kept Informed
Knowledgeable
Stated LoyaltyPolite & Friendly
Network - Voice
Privacy
0.85 0.90 0.95 1.00 1.05 1.10 1.15
29 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Mobile monitor: Romania
30
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay
Offers
Postpay Sector
Offers
Data shown Quarterly Trend
Romania
6
7
8
9
10
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13
Question: B3, B1, D10, D5, D4, C1a-2, C1a-9, C1a-10
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
Current Quarter Score
- 8.1
- 8.2
- 8.4
- 8.0
Please note the process of calculating the composites has changed since Q4 2011 therefore you may see a slight variation in scores compared to previous waves. The calculation is now
based on a score calculated for each individual customer and no longer as a top level aggregate. Please see the Structure of Composites slide for a more detailed explanation.*
Mobile Monitor Q2 2013
31
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Postpay Postpay Offers
Customer Experience Performance
Data shown Q2 2013
Mean scores (10 point scale)
Question: B3, B1, D10, D5, D4, C1a-2, C1a-9, C1a-10
Gap to best competitor Score
Gap to best
competitor* Index
Best in
class +
na = not applicable as question not asked - = base too low to report (under 30)
+ Brand Logo is transparent if lead versus next best competitor is not significant * Significance test based on position relative to the market leader
Romania
5.00 7.00 9.00
Orange Vodafone
Cosmote D igi Mobi l
Offers Composite
Value
Clear & Honest Communication
Offers That Are Easy To Understand
Range Of Tariffs & Plans
Cost
Rewards My Loyalty
Billing & Payment
Range Of Handsets
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix Please note the market leader is now only displayed for one brand. The lead is determined by the unrounded mean scores.
0.98 -0.3
0.95 -0.8
0.98 -0.5
0.97 -0.5
0.97 -0.4
0.93 -1.0
1.03 0
0.99 -0.1
1.02 -0.2
Mobile Monitor Q2 2013
32
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay Postpay Sector
Offers - Metrics
- = base too low to report (under 30)
Cost Value Current Quarter Score
Current Quarter Score Range of Tariffs & Plans
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Current Quarter Score
Romania
Question: B3, B1, D10, D5
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
Billing & Payment
0.95 0.98 0.98 0.95 0.97 0.95 0.97 0.97 0.95 0.98 0.96 0.98 0.94 0.96 0.94 0.96 0.96 0.93
6.0
7.0
8.0
9.0
10.0
Q2
'11
Q3
'11
Q4
'11
Q1
'12
Q2
'12
Q3
'12
Q4
'12
Q1
'13
Q2
'13
0.98 0.99 0.99 0.99 0.99 0.98 0.99 0.99 0.99
6.0
7.0
8.0
9.0
10.0
Q2
'11
Q3
'11
Q4
'11
Q1
'12
Q2
'12
Q3
'12
Q4
'12
Q1
'13
Q2
'13
Current Quarter Score
- 8.9
- 9.0
- 8.8
- 8.7
0.97 0.97 0.99 0.94 0.97 0.96 0.96 0.97 0.97
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 7.9
- 8.1
- 8.3
- 7.8
- 7.8
- 8.0
- 8.3
- 8.6
- 7.1
- 7.5
- 7.6
- 8.1
Data shown Quarterly Trend
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13
Mobile Monitor Q2 2013
33
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay Postpay Sector
Offers - Metrics
- = base too low to report (under 30)
Offers That Are Easy To Understand Range Of Handsets Current Quarter Score
Current Quarter Score Rewards My Loyalty
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Current Quarter Score
Romania
Question: D4, C1a-2, C1a-9, C1a-10
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
Current Quarter Score Clear & Honest Communication
0.97 0.95 0.99 0.97 0.99 0.96 0.98 0.96 1.02
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.5
- 8.6
- 8.7
- 6.9
0.95 0.98 1.00 0.97 0.98 0.98 0.97 0.97 0.97
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.3
- 8.5
- 8.8
- 8.7
- 0.99 1.00 0.97 0.99 0.97 0.98 0.96 0.98
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.3
- 8.4
- 8.8
- 8.5
- 1.01 1.05 0.99 1.00 1.00 1.00 1.00 1.03
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 7.8
- 7.8
- 7.8
- 6.4
Data shown Quarterly Trend
Mobile Monitor Q2 2013
34
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay
Quality
Postpay Sector
Quality
Romania
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13
Question: B2, D8, C1a-1, D8A3
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
Current Quarter Score
- 8.3
- 8.5
- 8.4
- 8.1
Data shown Quarterly Trend
Please note the process of calculating the composites has changed since Q4 2011 therefore you may see a slight variation in scores compared to previous waves. The calculation is now
based on a score calculated for each individual customer and no longer as a top level aggregate. Please see the Structure of Composites slide for a more detailed explanation.*
Mobile Monitor Q2 2013
Network Coverage Data is included in the Quality composite from Q3 2012.
35
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Postpay
Data shown Q2 2013
Postpay Quality
Customer Experience Performance
na = not applicable as question not asked - = base too low to report (under 30)
Romania
Mean scores (10 point scale) Gap to best competitor Score
Gap to best
competitor* Index
Best in
class +
5.00 7.00 9.00
Orange Vodafone
Cosmote D igi Mobi l
Quality Composite
Quality Perceptions
Easy To Use Products & Services
Network Coverage - Voice
Network Coverage - Data
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
+ Brand Logo is transparent if lead versus next best competitor is not significant * Significance test based on position relative to the market leader
Please note the market leader is now only displayed for one brand. The lead is determined by the unrounded mean scores.
Question: B2, D8, C1a-1, D8A3
0.98 -0.2
0.97 -0.3
0.97 -0.3
0.98 -0.5
0.98 -0.3
Mobile Monitor Q2 2013
Network Coverage Data is included in the Quality composite from Q3 2012.
36
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay Postpay Sector
Quality - Metrics
Romania
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
- = base too low to report (under 30)
Network Coverage - Voice General Quality Perceptions Current Quarter Score
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Current Quarter Score
Current Quarter Score Easy to Use Products & Services
Question: B2, D8, C1a-1, D8A3
0.94 0.99 0.98 0.94 0.98 0.97 0.98 0.97 0.97
6.0
7.0
8.0
9.0
10.0
Q2
'11
Q3
'11
Q4
'11
Q1
'12
Q2
'12
Q3
'12
Q4
'12
Q1
'13
Q2
'13
0.95 0.95 0.96 0.92 0.95 0.97 0.96 0.96 0.98
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.0
- 8.5
- 8.1
- 7.2
0.97 0.99 1.01 0.98 0.98 0.98 0.99 0.96 0.97
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.6
- 8.8
- 8.9
- 8.9
- 8.1
- 8.4
- 8.3
- 8.2
Data shown Quarterly Trend
Mobile Monitor Q2 2013
Current Quarter Score Network Coverage - Data
0.98 0.99 1.01 0.99 0.98
6.0
7.0
8.0
9.0
10.0
Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13
- 8.2
- 8.5
- 8.1
- -
Network Coverage Data is included in the Quality composite from Q3 2012.
37
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay
Customer Interactions
Postpay Sector
Customer Interactions
Romania
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
Question: K2, L2, M2, D3, D7, D7a, C1a-7, R1, R2, C1a-11, C1a-12
Current Quarter Score
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13
- 8.5
- 8.5
- 8.6
- 8.3
Data shown Quarterly Trend
Please note the process of calculating the composites has changed since Q4 2011 therefore you may see a slight variation in scores compared to previous waves. The calculation is now
based on a score calculated for each individual customer and no longer as a top level aggregate. Please see the Structure of Composites slide for a more detailed explanation.*
Mobile Monitor Q2 2013
38
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Postpay
Data shown Q2 2013
Postpay Customer Interaction
Customer Experience Performance
na = not applicable as question not asked - = base too low to report (under 30)
Romania
Mean scores (10 point scale) Gap to best competitor Score
Gap to best
competitor* Index
Best in
class +
5.00 7.00 9.00
Orange Vodafone
Cosmote D igi Mobi l
Customer Interaction Composite
Relationship
Supports & Helps Its Customers
Kept Informed
Staff Are Knowledgeable & Well Trained
Staff Are Polite & Friendly
Upgrade Experience
Shops
Customer Services
Website
Ease Of Set-Up
Buying Experience
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
+ Brand Logo is transparent if lead versus next best competitor is not significant * Significance test based on position relative to the market leader
Please note the market leader is now only displayed for one brand. The lead is determined by the unrounded mean scores.
0.99 -0.1
0.98 -0.2
0.97 -0.3
1.00 -0.1
0.99 -0.1
0.99 -0.2
0.98 -0.2
1.00 -0.2
1.01 -0.1
1.04 0
1.00 0
- 0
Question: K2, L2, M2, D3, D7, D7a, C1a-7, R1, R2, C1a-11, C1a-12 Mobile Monitor Q2 2013
39
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay Postpay Sector
Customer Interaction- Metrics
Romania
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
- = base too low to report (under 30)
Customer Services Shops Current Quarter Score
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Current Quarter Score
Current Quarter Score Website
Question: K2, L2, M2,
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.7
- 8.9
- 8.8
- 7.3
0.99 0.98 0.99 0.98 0.99 0.97 0.99 0.98 1.00
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.5
- 8.6
- 8.3
- 8.5
0.96 1.01 1.03 1.02 1.02 0.99 1.01 1.00 1.04
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.7
- 8.7
- 8.0
- -
1.02 1.03 1.01 0.99 0.99 0.96 0.99 1.03 1.01
Data shown Quarterly Trend
Mobile Monitor Q2 2013
40
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay Postpay Sector
Customer Interaction- Metrics
Romania
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
- = base too low to report (under 30)
Upgrade Experience Buying Experience Current Quarter Score
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Current Quarter Score
Current Quarter Score Ease of Set-Up
Question: D3, D7, D7a, C1a-7
Current Quarter Score Supports & Helps Its Customers
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- - - - - - - - -
- -
- -
- -
- -
0.97 0.98 1.02 0.99 0.99 0.97 1.01 0.98 0.98
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.5
- 8.6
- 8.7
- 8.3
0.96 0.99 0.98 0.96 0.98 0.99 1.00 0.99 1.00
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 9.1
- 9.1
- 8.8
- -
0.94 0.97 1.02 0.97 0.97 0.96 0.99 0.95 0.97
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 7.5
- 7.7
- 7.8
- 7.8
Data shown Quarterly Trend
Mobile Monitor Q2 2013
41
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay Postpay Sector
Customer Interaction- Metrics
Romania
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
- = base too low to report (under 30)
Kept Informed Relationship Current Quarter Score
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Current Quarter Score
Current Quarter Score Staff Are Knowledgeable & Well Trained Current Quarter Score Staff Are Polite & Friendly
Question: R1, R2, C1a-11, C1a-12
0.97 1.00 1.00 0.98 0.99 0.96 0.99 0.99 0.98
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.5
- 8.6
- 8.7
- 8.5
0.98 1.00 1.02 0.99 0.98 0.98 0.99 0.97 1.00
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.4
- 8.4
- 8.5
- 8.2
- 0.99 1.03 1.00 0.97 0.98 0.98 0.96 0.99
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.5
- 8.6
- 8.6
- 8.6
- 0.98 1.02 1.00 0.98 0.98 0.98 0.98 0.99
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.8
- 9.0
- 9.0
- 8.8
Data shown Quarterly Trend
Mobile Monitor Q2 2013
42
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay
Emotion
Postpay Sector
Emotion
Romania
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
Question: C0, C1a-8, C1a-4, C1a-8, C1a-13, C1a-14, C1a-15, A3
Current Quarter Score
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13
- 8.3
- 8.4
- 8.6
- 8.5
Data shown Quarterly Trend
Please note the process of calculating the composites has changed since Q4 2011 therefore you may see a slight variation in scores compared to previous waves. The calculation is now
based on a score calculated for each individual customer and no longer as a top level aggregate. Please see the Structure of Composites slide for a more detailed explanation.*
Mobile Monitor Q2 2013
43
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay
Data shown Q2 2013
Postpay Emotion
Customer Experience Performance
na = not applicable as question not asked - = base too low to report (under 30)
Romania
Mean scores (10 point scale) Gap to best competitor Score
Gap to best
competitor* Index
Best in
class +
5.00 7.00 9.00
Orange Vodafone
Cosmote D igi Mobi l
Emotion Composite
Trustworthy
Makes Me Feel Valued
Overall Image & Reputation
Cares About Your Needs
Listens & Adapts To Its Customers
Stated Loyalty
Respects My Privacy
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
+ Brand Logo is transparent if lead versus next best competitor is not significant * Significance test based on position relative to the market leader
Please note the market leader is now only displayed for one brand. The lead is determined by the unrounded mean scores.
Question: C0, C1a-8, C1a-4, C1a-8, C1a-13, C1a-14, C1a-15, A3
0.97 -0.3
0.97 -0.5
0.96 -0.5
0.98 -0.3
0.95 -0.6
0.96 -0.6
1.01 -0.4
0.98 -0.3
Mobile Monitor Q2 2013
44
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay Postpay Sector
Emotion Metrics
Romania
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
- = base too low to report (under 30)
Trustworthy Image & Reputation Current Quarter Score
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Current Quarter Score
Current Quarter Score Makes Me Feel Valued Current Quarter Score Listens & Adapts To Its Customers*
Question: C0, C1a-8, C1a-4, C1a-15
0.98 0.98 1.01 0.98 1.00 0.96 0.99 0.99 0.98
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.4
- 8.5
- 8.7
- 8.4
0.96 0.99 1.02 0.97 0.98 0.98 0.98 0.98 0.97
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.4
- 8.5
- 8.8
- 8.9
0.95 0.99 1.01 0.96 0.98 0.97 0.98 0.99 0.96
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 7.9
- 8.1
- 8.4
- 8.4
- - - 0.98 0.97 0.97 0.96 0.98 0.96
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 7.9
- 8.2
- 8.5
- 8.3
Data shown Quarterly Trend
*New question in Q1 2012
Mobile Monitor Q2 2013
45
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay Postpay Sector
Emotion - Metrics
Romania
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
- = base too low to report (under 30)
Stated Loyalty Respects My Privacy Current Quarter Score
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Current Quarter Score
Question: C1a-13, A3, C1a-14
0.99 0.96 0.99 0.95 1.00 0.96 1.00 0.98 1.01
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13
- 0.99 1.00 0.98 0.99 0.98 1.00 0.99 0.98
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.8
- 9.0
- 9.1
- 8.8
- 8.7
- 8.5
- 8.8
- 9.1
Data shown Quarterly Trend
Cares About Your Needs* Current Quarter Score
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
- - - 0.96 0.97 0.96 0.97 0.96 0.95
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 7.7
- 8.0
- 8.3
- 8.0
*New question in Q1 2012
Mobile Monitor Q2 2013
46
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay
Network Coverage (Voice)
Postpay Sector
Network Module
Romania
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
Question: D8
Current Quarter Score
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13
- 8.0
- 8.5
- 8.1
- 7.2
Data shown Quarterly Trend
Mobile Monitor Q2 2013
47
SIGNIFICANTLY BEHIND BEST COMPETITOR
AT PARITY SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Postpay Postpay Sector
Network Module
Romania
Base Postpay Customers: Orange (500). * For base, refer to appendix
Question: D8, D8A3I, D8A3, D8A-1 to D8A-10
Mean scores (10 point scale)
5 6 7 8 9 10
Network Coverage - Voice
Download Speed
Network Coverage - Data
Speed Of Browsing The Internet
Having Coverage Anywhere In The Country
Completing Calls
Not Having To Re-Dial As Network Is Busy
Coverage In Urban Areas
Coverage In Rural Areas
Coverage Inside Buildings
Coverage In Your Home
Coverage When Travelling On The Motorway
Coverage When Travelling By Train
The vertical line on the chart represents the Orange score for Network Coverage Voice
Mobile Monitor Q2 2013
48
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay
Data shown Q2 2013
Postpay Network Module
Customer Experience Performance
na = not applicable as question not asked - = base too low to report (under 30)
Romania
Mean scores (10 point scale) Gap to best competitor Score
Gap to best
competitor* Index
Best in
class +
5.00 7.00 9.00
Orange Vodafone
Cosmote Digi Mobil
Network Coverage - Voice
Download Speed
Network Coverage - Data
Speed Of Browsing The Internet
Having Coverage Anywhere In The Country
Completing Calls
Not Having To Re-Dial As Network Is Busy
Coverage In Urban Areas
Coverage In Rural Areas
Coverage Inside Buildings
Coverage In Your Home
Coverage When Travelling On The Motorway
Coverage When Travelling By Train
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
Question: D8, D8A3I, D8A3, D8A-1 to D8A-10
+ Brand Logo is transparent if lead versus next best competitor is not significant * Significance test based on position relative to the market leader
Please note the market leader is now only displayed for one brand. The lead is determined by the unrounded mean scores.
0.98 -0.5
0.96 -0.7
0.98 -0.3
0.96 -0.6
0.99 -0.4
0.99 -0.3
0.96 -0.6
1.00 -0.1
1.00 -0.3
0.99 -0.2
0.99 -0.1
0.99 -0.3
0.98 -0.5
Mobile Monitor Q2 2013
49
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay Postpay Sector
Network Module - Metrics
Romania
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
Question: D8A3I, D8A3, D8B-3, D8B-1
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Download Speed
- 1.00 1.00 0.98 0.99 0.98 1.01 1.00 0.96
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
Current Quarter Score
- 7.8
- 8.5
- 7.7
- -
Network Coverage - Data
1.00 0.99 1.01 0.98 0.98 0.99 1.01 0.99 0.98
Current Quarter Score
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.2
- 8.5
- 8.1
- -
Speed Of Browsing The Internet
0.96 0.99 1.00 0.95 0.97 0.98 1.00 0.97 0.96
Current Quarter Score
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 7.8
- 8.4
- 7.7
- -
Having Coverage Anywhere In The Country
0.94 0.93 0.96 0.90 0.94 0.96 0.97 0.94 0.99
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
Current Quarter Score
- 7.6
- 8.0
- 7.7
- 6.9
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
- = base too low to report (under 30)
Data shown Quarterly Trend
Mobile Monitor Q2 2013
50
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay Postpay Sector
Network Module - Metrics
Romania
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
Question: D8B-2, D8B-4, D8B-5, D8B-6
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Completing Calls
0.98 0.98 0.97 0.97 0.97 0.99 0.99 0.97 0.99
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
Current Quarter Score
- 8.6
- 8.9
- 8.5
- 8.4
Not Having To Re-dial As Network Is Busy
0.94 0.97 0.98 0.96 0.93 0.99 0.97 0.97 0.96
Current Quarter Score
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 7.9
- 8.5
- 8.0
- 8.0
Coverage In Urban Areas
0.99 0.98 0.98 0.97 0.99 0.98 0.98 0.97 1.00
Current Quarter Score
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 9.2
- 9.3
- 9.2
- 8.9
Coverage In Rural Areas
0.92 0.91 0.95 0.90 0.93 0.95 0.95 0.94 1.00
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
Current Quarter Score
- 7.4
- 7.7
- 7.6
- 6.4
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
- = base too low to report (under 30)
Data shown Quarterly Trend
Mobile Monitor Q2 2013
51
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
NO SIGNIFICANT CHANGE
Postpay Postpay Sector
Network Module - Metrics
Romania
Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix
Question: D8B-7 to D8B-10
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
Coverage Inside Buildings
0.97 0.95 0.98 0.94 0.97 0.97 0.97 0.97 0.99
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
Current Quarter Score
- 8.3
- 8.5
- 8.3
- 8.3
Coverage In Your Home
0.97 0.97 0.98 0.96 0.99 0.98 0.99 0.98 0.99
Current Quarter Score
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.9
- 8.9
- 8.8
- 9.0
Coverage When Travelling On The Motorway
0.96 0.96 0.97 0.95 0.97 0.97 0.97 0.96 0.99
Current Quarter Score
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
- 8.4
- 8.7
- 8.4
- 7.8
Coverage When Travelling By Train
0.94 0.96 0.96 0.94 0.97 0.95 0.97 0.94 0.98
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
Current Quarter Score
- 7.9
- 8.4
- 8.1
- 7.1
Mean s
core
s (1
0 p
oin
t sc
ale
) In
dex
- = base too low to report (under 30)
Data shown Quarterly Trend
Mobile Monitor Q2 2013
52 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Mobile monitor: Romania
53 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Postpay Magic and Miserable Moments
Magic During the time you have been a customer has < MOBILE PROVIDER > ever done anything particularly well or which has exceeded your expectations? Would you tell me about it?
Miserable Has < MOBILE PROVIDER > ever done anything which has made you really annoyed or angry? Would you tell me about it?
Within the CE Tracker questionnaire are two verbatim questions that capture the respondents recollection of times when their supplier experience has exceeded expectations (Magic moment) or when their experience has caused anger or annoyance (Miserable moment)
The verbatim comments have been coded to identify the root cause of the Magic and/or Miserable moment.
For a more detailed report of magic and miserable moments visit www.rantandrave.co.uk.
Romania
Mobile Monitor Q2 2013
54 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Postpay Postpay
Customer Experience Magic/Miserable Moments
% Experiencing a Magic moment*
Question: MM1, MM4,
% Experiencing a Miserable moment*
Romania
21
27
1613
0
10
20
30
40
50
Orange Vodafone Cosmote Digi Mobil
1315
8
3
0
10
20
30
40
50
Orange Vodafone Cosmote Digi Mobil
% Experiencing a Magic moment*
Data shown Q2 2013
% Experiencing a Miserable moment*
For a more detailed report of magic and miserable moments visit www.rantandrave.co.uk.
Please contact the CET team if you require a login.
Mobile Monitor Q2 2013
55 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Mobile monitor: Romania
56 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
NO SIGNIFICANT CHANGE
Prepay
Movement since last quarter
Gap to best
competitor
Prepay
Orange Common Global Measures Dashboard
Question: A2-3; B1-3
Best in
class
Mean score (10pt scale) Indexed scores
Mean score (expressed out of 100)
Romania
Data shown Last 3 quarters Base Prepay Orange Customers (508)
Q4 2012
Q1 2013
Q2 2013
Q4 2012
Q1 2013
Q2 2013
Recommendation 89 87 86 -1 -3
Cost 1.00 0.94 0.96 7.9 7.8 7.6 -0.2 -0.4
General Quality Perceptions 1.00 0.97 0.97 8.8 8.7 8.5
-0.2 -0.4
Value 0.99 0.97 0.96 8.8 8.7 8.6 -0.1 -0.5
Stated Loyalty 1.02 0.99 1.00 9.2 9.0 9.0 0 0
+ Brand Logo is transparent if lead versus next best competitor is not significant *Significance test based on position relative to the market leader Please note the market leader is now only displayed for one brand. The lead is determined by the unrounded mean scores.
Mobile Monitor Q2 2013
57 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
NO SIGNIFICANT CHANGE
Prepay
Question: A2
Prepay
Recommendation Score
Likelihood to Recommend
Current Quarter Score
Ind
ex
Ave
rage s
core
exp
ress
ed
out
of 100
Base Prepay Customers: Orange (508), Vodafone (400), Cosmote (401), Data shown Quarterly Trend
Romania
0.98 1.01 1.01 1.01 0.98 1.00 0.99 0.97 0.98
- 86
- 87
- 89
Key Takeouts
The market is now undifferentiated on the Recommendation metric as a result of Cosmote experiencing a significant decline in sentiment this quarter.
70
80
90
100
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13
Mobile Monitor Q2 2013
58 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
NO SIGNIFICANT CHANGE
Prepay Prepay
Recommendation - Promoters/Detractors
Question: A2
Promoters (%)
Detractors (%)
Base Prepay Customers: Orange (508), Vodafone (400), Cosmote (401),
Data shown Quarterly Trend
Romania
0
10
20
30
40
50
60
70
80
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13
0
10
20
30
40
50
60
70
80
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13
Current Quarter Score
Current Quarter Score
- 64
- 66
- 72
- 11
- 10
- 7
Mobile Monitor Q2 2013
59 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Prepay Who are Oranges Promoters and Detractors?
22%
14%
25%
26%
12%
DT DA
MC BC
P
Age Breakdown Gender Profile
Segment Profile Smartphone ownership
15% 16% 23% 20%
13% 10% 2%
15-19 20-24 25-34 35-44 45-54 55-64 65+
Orange Promoters
Orange Overall
33%
15%
24%
13%
27%
21%
DT DA
MC BC
PW
Age Breakdown Gender Profile
Segment Profile
6% 14%
27% 28%
14% 10% 2%
15-19 20-24 25-34 35-44 45-54 55-64 65+
Orange Detractors
Orange Overall
33%
Smartphone ownership
65% 11%
Orange Promoters are significantly more likely to be part of the Mobile Centric segment than
the overall Orange Prepay profile.
Significantly lower than Orange overall
Significantly higher than Orange Overall
60 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Prepay
4.00 5.00 6.00 7.00 8.00 9.00 10.00
Cost
Quality Perceptions
Value
Stated Loyalty
Offers
Orange Promoters vs Detractors Performance across Customer Experience Measures
QUALITY
Quality Perceptions
Network - Voice
Network Data
Easy To Use
Quality
INTERACTIONS
Shops
Customer Services
Website
Buying Experience
Upgrade
Ease Of Set-up
Supports & Helps
Relationship
Kept Informed
Knowledgeable
Polite & Friendly
Customer Interactions
EMOTION
Image
Trustworthy
Feel Valued
Privacy
Stated Loyalty
Cares
Listens & Adapts
Emotion
OFFERS
Value
Cost
Top Up
Tariffs
Handsets
Easy To Understand
Clear & Honest
Rewards Loyalty
KPIs
5 largest gaps in mean score
By understanding how promoters & detractors rate Orange across the metrics, we are able to identify what may have the greatest impact on Recommendation. Supports & Helps and Makes Me Feel Valued are the two key
differentiating factors when looking at Oranges Promoters & Detractors in the Prepay sectors.
Other aspects focusing on the customer are also likely to impact Recommendation, Rewards My Loyalty, Cares About Your Needs and Listens & Adapts To Its Customers.
61 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
NO SIGNIFICANT CHANGE
Prepay
Question: A3
Prepay
Stated Loyalty M
ean s
core
s (1
0 p
oin
t sc
ale
)
Stated Loyalty
Ind
ex
Base Prepay Customers: Orange (508), Vodafone (400), Cosmote (401),
Data shown Quarterly Trend
Romania
6
7
8
9
10
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13
- 9.0
- 8.9
- 9.0
Current Quarter Score
0.98 1.03 1.02 1.00 1.02 0.99 1.02 0.99 1.00
Mobile Monitor Q2 2013
62 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
SIGNIFICANT INCREASE
SIGNIFICANT DECREASE
CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR
CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR
MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR
NO SIGNIFICANT CHANGE
Prepay Prepay
Core CGMs
Question: B1, B2, B3
Cost General Quality Perceptions Value
Mean s
core
s (1
0 p
oin
t sc
ale
)
Data shown Quarterly Trend
Ind
ex
Romania
Base Prepay Customers: Orange (508), Vodafone (400), Cosmote (401),
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
6.0
7.0
8.0
9.0
10.0
Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2
'12
Q3
'12
Q4
'12
Q1 '13 Q2
'13
Current Quarter Score Current Quarter Score Current Quarter Score
0.99 0.99 0.97 1.04 0.99 1.01 1.00 0.94 0.96 0.98 1.00 0.99 1.01 0.98 0.99 1.00 0.97 0.97 0.97 1.00 0.99 1.02 1.01 0.99 0.99 0.97 0.96
- 7.6
- 7.8
- 8.0
- 8.6
- 8.8
- 9.1
- 8.5
- 8.7
- 8.9
Mobile Monitor Q2 2013
63 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Mobile monitor: Romania
64 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Prepay Key Drivers Analysis (1)
Composite Measures - An Explanation
Customer experience consists of lots of different elements, some of which are more important than others. The statistical method we use to identify which interactions are of greater or lesser importance is correlation.
A top-level summary slide shows how strongly the new composite metrics, impact likelihood to Recommend.
1. Our goal is to lead on Recommendation, so this is our key metric.
We use correlations to determine the impact perceptions each composite measure has on Recommendation. The higher the number shown on the chart, the bigger the impact. In this example, Emotion is the strongest driver of Recommendation.
2. Having identified the impact our top-level metrics have on Recommendation, we then indicate how Orange performs relative to its main competitors. The information shown includes the current quarters average scores, statistically significant quarter-on-quarter changes and any significant gaps to the lead brand.
Romania
Mobile Monitor Q2 2013
65 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted
Prepay Key Drivers Analysis (2)
Composite Drilldowns - An Explanation
Having established the leading drivers impacts on Recommendation and Oranges relative performance on them, we then drilldown to the next level of detail.
Each of our four composites is made up of a number of associated metrics. These are listed in their order of importance in driving Recommendation.
Colour-coding is used on the bars to show how Orange is performing on that metric relative to the rest of the market.
1. In this example, the metrics with the greatest impact on Recommendation within each of the composite sections are:
- Clear &Honest Communication (Offers)
- General Quality Perceptions (Quality)
- Relationship (Customer Interactions)
- Trustworthy (Emotion)
2. Having established the importance of each measure, we then show how we are performing relative to our competitors for each of the drilldowns. We colour-code the bars for this:
RED: Our performance is significantly worse than the best competitor.
WHITE: Our performance is at parity with the best competition.
GREEN: Our performance is significantly better than all competitors
3. Not all customers experience all interactions. For example, not everyone visits our shops or website, or indeed calls customer service.
This means some interactions may not be that important to the whole customer base, but ver
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