Q&A with the
"We will maintain our agility and operational excellence to deliver strong returns for our shareholders, while enhancing experiences for our customers"
INSIDE THIS REPORT
HIGHLIGHTS ON OVERALL PERFORMANCE
- active subscribers15.1m
- trading profit margin14%
- cost savings achievedR1.3bn
- core headline earningsR1.8bn
- free cash flowR3.3bn
- hours of new indigenous content commissioned4 600
- fulltime permanent employees
- Our employees represent 50 nationalities across the group
- Launched the #weseeyou campaign to drive performance improvement and collaboration through continuous peer recognition
- Achieved 80% employee advocacy for our brands and improvements across the board on employee engagement
- Spent more than R126.5m on skills development
- employees7 053
- temporary staff1 713
- investment in wages and salariesR5.5bn
- Achieved 76% on consumer satisfaction in South Africa
- Achieved 70% on customer satisfaction in Rest of Africa for DStv and 67% for GOtv
- Achieved 63% Net Promotor Score in Irdeto
- Achieved 94% on service level scores across the group
We recognise customer centricity as a concept that is embedded in every business activity. We are committed to delivering exceptional experiences at every touchpoint from our walk-in customer service centres to our integrated online self-service platforms. We value authentic communication and feedback and seek to provide our customers with superior service.
Our customer-centric model, called #CustomerFirst, seeks to deliver on our brand promise of exceptional customer satisfaction. We have dedicated teams in place across the countries where we operate to ensure the needs of our customers are met. Our customer care function is responsible for supporting our customers with account, technical and content queries via the inbound call centre and digital customer care channels. We continuously track and analyse our interactions to improve on the services we provide, and the way customers experience our brands. Our efforts include digitising interactions across the customer journey to enable self-service, streamlining payment and collection processes, and improving our internal capabilities to handle customer queries. In addition, we seek to retain our customers through special offers, particularly on hardware and value-added content services, so as to remain competitive in the market.
Our regulatory landscape
- The regulatory environment is becoming increasingly complex
- Our approach remains one of positive and proactive engagement
A number of MultiChoice entities are regulated and therefore subject to significant legislative and regulatory oversight in the countries in which they operate. As the regulatory environment becomes more complex and onerous, the impact and importance of managing risk increase.
Over the past year, we engaged in a diverse range of processes. These concerned issues from licence renewals to various legislative and regulatory review processes across the African continent. Our approach remains one of positive and proactive engagement with the relevant regulatory authorities through experienced, in-country regulatory teams.
Our social and environmental landscape
- We spent R148m on significant social investment projects during FY2019
- Let's Play initiatives reached more than 1.5m learners over the past four years
- Over 100 players have played for national teams as a result of the MultiChoice Diski Challenge
- 50 students from 12 institutions benefited from the Magic in Motion bursary
- MultiChoice Talent Factory produced 60 graduates to date
- Irdeto's Wildlife Protection Programme combats poaching and the sale of protected animal species
As a proud contributor to the socio-economic development of the countries where we operate, we recognise the value we can create for shareholders, employees and communities while being mindful of the sustainability of our planet. We primarily focus our social investments to develop the youth, and we leverage our expertise to positively impact issues of health, education and empowerment. We aim to make a measurable, sustainable impact while retaining the loyalty and pride of our audiences. We also seek to minimise our impact on the environment by reducing our carbon footprint, minimising waste, and complying with all relevant environmental legislation. During FY2019, we spent R90m on social investment projects and other initiatives across the group.