2022 Sustainable Business Report

106 | SAFARICOM SUSTAINABLE BUSINESS REPORT 2022 OUR STAKEHOLDERS OUR MATERIAL TOPICS OUR BUSINESS KPI SUMMARY NET PROMOTER AND BRAND CONSIDERATION SCORES FY19 FY20 FY21 FY22 NPS (consumer) 61 59 65 64 NPS (enterprise) 26 29 31 35 Brand Consideration 63 70 81 80 CALL CENTRE PERFORMANCE FY19 FY20 FY21 FY22 Abandon rate 13% 14% 7% 24% Average number of calls answered weekly 98 815 99 800 98 251 105 321 Call answer rate 86% 86% 84% 76% NPS (COPS, overall) 59 38 48 83 Service level (% of calls answered within 20 secs) 78% 77% 89% 63% 719 COVID-19 FY21 FY22 USSD data 22 399 785 2 118 041 Call statistics 1 070 235 Hits 9 734 2 824 SOCIETY SAFARICOM AND M-PESA FOUNDATIONS SPEND TABLE FY19 FY20 FY21 FY22 Spend Lives Spend Lives Spend Lives Spend Lives Health 27% 88 246 40% 250 000 22% 602018 9% 1 163 281 Education 52% 51 413 52% 106 208 65% 1 669 058 85% 146 872 Economic empowerment 14% 5 415 5% 679165 3% 109 000 6% 14 571 Disaster response 2% 5 000 1% 57128 9% 199,353 - - Environment 0% 5 000 2% - 1% 47 226 1 % 10 000 EMPLOYEES OUR WORKFORCE DEMOGRAPHICS FY19 FY20 FY21 FY22 Number of permanent male employees 2 251 2 278 2 246 2 283 Number of permanent female employees 2 252 2 237 2 210 2 128 Total number of permanent employees 4 503 4 515 4 456 4 411 PERSONS WITH DISABILITIES FY19 FY20 FY21 FY22 2.1% 2.3% 2.6% 3.1% PERCENTAGE OF WOMEN IN OUR TECHNOLOGY DIVISION FY19 FY20 FY21 FY22 23% 24% 24% 22% EMPLOYEES BY GENDER AND DIVERSITY FY19 FY20 FY21 FY22 Male Female Male Female Male Female Male Female All staff 50% 50% 50% 50% 50% 50% 52% 48% Executive leadership 73% 27% 64% 36% 89% 11% 90% 10% Senior management 66% 34% 65% 35% 66% 34% 65% 35%