Safaricom 2023 Sustainable Business Report

67 OUR BUSINESS KPI SUMMARY OUR MATERIAL TOPICS PATHWAY TO A PURPOSE-LED TECHNOLOGY COMPANY OUR STAKEHOLDERS FUTURE FOCUS All customers • Further develop our proactive use of customer experience insights to resolve customer issues under our ‘no need to call’ mission. Consumer customers • Drive relevance and keep growing usage by introducing new attractive propositions. • Expand our product and service offerings like lower entry price points, device contracts, as well as content and family plans. • Expanding the digital channels for accessing data plans, such as an Instagram mobile centre. • Enhance data experience through ongoing focus on network stability. Enterprise customers • Further entrench Safaricom as the partner of choice for the Government and public sector. • Target 36% y-o-y revenue growth and 10% y-o-y improvement in customer satisfaction (NPS score). • Accelerate new growth areas. Available on Messenger, Web, Telegram and WhatsApp, our virtual Assistant executes easy-to- complete tasks that do not require human input, ranging from airtime top-ups to accessing PUK numbers and reversing M-PESA payments. An enhanced voice biometric service that allows our customers to enrol their voice and use it for identification to access diverse services such as accessing their Personal Unlocking Key (PUK). USERS IN FY23 (FY22: 7 812 440) Requests for an M-Pesa reversal of cash sent to the wrong person are triggered through an SMS to 456. REVERSAL REQUESTS IN FY23 Available on both iOS and Android, the MySafaricom app is one-stop shop for accessing Safaricom products and services DOWNLOADS We established the hotline during the COVID-19 pandemic. While this remained open in 2023, it was not used by members of the public. Used by visually impaired customers who use the service to confirm their M-PESA balances before and after making transactions. Feedback from our visually impaired customers is that this innovation gives them independence and enhances the security of their accounts as they can transact without revealing their PINs.  3% 56 800 182 217 10 119 963 YoY USAGE GROWTH FROM FY21