Safaricom - 2021 Sustainable Business Report

65 SAFARICOM SUSTAINABLE BUSINESS REPORT 2021 / STANDING TOGETHER: GOING BEYOND / OUR MATERIAL TOPICS //// OUR STAKEHOLDERS / KPI SUMMARY As the data below shows, while the number of calls remained more or less constant, there was a significant improvement in the abandon rate, we surpassed our target which can be attributed to increased availability by our call centre staff. We made commendable progress in call centre NPS which was largely due to enhancements made in our self service channels. The percentage of calls answered within 20 seconds increased significantly, from 77% to 89%, as indicated in the table below. The duration of waiting time was seen as the main negative. CALL CENTRE PERFORMANCE FY18 FY19 FY20 FY21 Abandon rate 18% 13% 14% 7% Average number of calls answered weekly 112 271 98 815 99 800 98 251 Call answer rate 80% 86% 86% 84% NPS (COPS, overall) 64 59 38 48 Service level (% of calls answered within 20 seconds) 73% 78% 77% 89% SELF-SERVICE CHANNELS To enhance availability, we continued expanding the self-service options available to our customers. Through the 456 M-PESA self-service portal , 3.05 million transactions below KSh 250 were auto-completed, with 250 000 airtime reversals and 113 000 partial reversals also completed. CHANNEL PERFORMANCE FY18 FY19 FY20 FY21 IVR (daily interaction) 47 000 86 000 114 851 119 937 Jitambulishe (enrolled customers, million) 0.5 1.5 3.4 8.3 MySafaricom app (total downloads, million) 2.1 3.6 5+ 2.5* * The previous app was decommissioned in 2020 when the new app was launched, this figure represents downloads of the new app only. COVID-19 HELPLINE As discussed on page 8 of this report, our dedicated COVID-19 helpline continued to respond to pandemic-related queries. Details regarding the helpline can be found in the infographic below. COVID-19 UPDATE Toll-free information centre handling queries on pandemic and raise escalations to the Ministry of Health (MOH) from the public. * # USSD 4 989 796 2 680 954 506 552 5% 39 856 553 478 912 100% 1 824 259 IVR HITS IVR SELF SERVICE CALLS OFFERED ABD @ OFFERED USSD SERVICE CALLS ANSWERED SERVICE LEVEL DISTINCT CALLERS