Customer centricity??!!

<p>Dear "South Africa's best network". Where do I start? I have had the most amazing, not, brilliant, not, friendly, not, customer centric, not experience in all my life. Managing a contact centre and a business/client centric team, I would not accept this kind of customer service from my team and this mediocre service delivery.</p> <p> </p> <p>In a work world where all organisations are and, if not, should be, working towards customer centricity and putting the customer at the forefront of what they do, I can hereby confirm that Vodacom does NOT understand this or practice this. Yes, in the words of Richard Branson (not verbatim), Look after your Employees and the Customer Satisfaction will happen automatically, I do not believe that Vodacom has the time or the reputation to focus on the one or the other – you need to do both concurrently until stability is reached.</p> <p> </p> <p>I would also like to know, how do you rate yourselves as South Africa's best network? What is this based on? Sales Targets/Volumes/Revenue Generation/Internal and External SLA's (Service Level Agreements) and meeting/exceeding these or do you rate yourself this because of QUALITY CUSTOMER EXPERIENCE? Well, I can confidently tell you it’s not because of the last statement. If it is QUALITY OF CUSTOMER EXPERIENCE, I would love to know how you measure this? How do you measure your customers satisfaction? Is it Store based or 082 111 based? Or a combination?</p> <p> </p> <p>I have had an awful experience today being sent literally from store to 082 111 to ********** to ********** to 082 111 to back to the store to ********** to 082 111 and then being transferred to the Solutions Desk and this call lasted 18 minutes, to then be given a Reference Number and being told that I will be called back in 7 working days, and if I am not called back in 7 working days, cause this happens, please call 082 111 again!</p> <p> </p> <p>WOW - not that is putting your customer experience through the roof.</p> <p> </p> <p>If you want to know more about why i am calling Vodacom, please call me as that is just another HUGE frustration and shock.</p> <p> </p> <p>I am more than happy to also stress on the Data topic, but don't want that to be the focus of this complaint as it’s a whole different story... Maybe look at your dropping share price today - is that linked to consumer happiness?</p> <p> </p> <p>Vodacom - how are you putting your customers at the centre of everything you do?</p> <p> </p> <p> </p> <p>Regards</p> <p> </p> <p>Ian</p> <p> </p> <p> </p>