INTEGRATED ANNUAL REPORT FOR MULTICHOICE SOUTH AFRICA HOLDINGS (PTY) LTD AND PHUTHUMA NATHI INVESTMENTS (RF) LTD

OUR PERFORMANCE OUR PERFORMANCE AGAINST OUR MATERIAL MATTERS Overview South Africa is one of the most attractive video markets on the continent due to several factors, including the size of its economy, the rising middle class, the position of TV as a platform, and the pay-TV penetration growth potential. MultiChoice South Africa caters for the entire spectrum of the market, from mass to premium, which also includes all genres of viewing preferences. Our customer-centric approach ensures that we operate a comprehensive video-entertainment ecosystem that comprises traditional pay-TV, OTT and other products such as movie rentals and streaming. Despite a tough economic climate in South Africa, compounded by an uncertain political environment, we achieved subscriber growth of 511 500 subscribers, taking our total active subscriber base to 7.4m at the end of FY2019. Our DStv brand is a household name in South Africa and enjoys considerable customer support. We measure performance in customer satisfaction metrics with an increase in our Net Promoter Score (NPS), an industry-leading loyalty score. During FY2019 our consumer satisfaction score (CSAT), measured by customer surveys, improved to 76%. MultiChoice subscriber growth (active subscribers) 2009 2 400 000 2 800 000 3 500 000 4 800 000 5 000 000 5 200 000 5 400 000 5 700 000 6 300 000 6 900 000 7 400 000 8 000 000 7 000 000 6 000 000 5 000 000 4 000 000 3 000 000 2 000 000 1 000 000 0 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 8% THE SECTIONS TO FOLLOW DETAIL OUR PERFORMANCE AGAINST OUR MATERIAL MATTERS Our operations Our people Our customers Our regulatory landscape Our social and environmental contributions 28  MultiChoice South Africa Holdings Proprietary Limited integrated annual report 2019