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

OUR CUSTOMERS w w Achieved 76% on consumer satisfaction score w w Achieved 94% on service level scores 76%. Our service levels are measured by how quickly we answer calls and resolve a customer query on the first interaction. We achieved an average of 94% for the period under review. Our NPS reflects the willingness of customers to recommend our brand, and results indicate that MultiChoice South Africa tracks well above the industry average. We continue to transform our customer experience by simplifying complex business processes, reducing customer effort, and using AI to automate non-value-adding transactions and optimise self-service. Using social media to engage with our customers We make use of our social media platforms not only to push information to customers, but also as a tool for dialogue to gain feedback on the quality of our customer relationships. We use these channels to tell brand stories, educate our customers about products and services, and improve our online searchability. Social media forms an important part of how our customers consume and engage with our content: MultiChoice has created a unique ‘second-screen’ phenomenon, in that while watching content on our various platforms, customers also discuss shows and their feelings emanating from these on various social media platforms. We position ourselves in conversations to capture moments of truth and engage our customers on improving their experience. DStv and each of our brands have dedicated social media platforms. Overview We recognise customer centricity as a concept that is embedded in every activity of our business. 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 care function is responsible for supporting our customers with account, technical and content queries via the inbound call centre, walk in centres 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. Customer service and loyalty metrics We measure our service levels, Net Promoter Score (NPS) and customer satisfaction to evaluate the effectiveness of our customer service efforts. During FY2019, our CSAT, measured by customer surveys, improved to 47 MultiChoice South Africa Holdings Proprietary Limited integrated annual report 2019 OUR PERFORMANCE