VHA appoints Customer Operations Director

Statement from VHA

After three years as VHA Director of Customer Care, Errol Van Graan is moving to a new role. Details of his role will be confirmed in coming weeks.

Errol has made significant and important contributions to the business in the director role, including leading the program to drive a reduction in customer complaints. Since 2014, Vodafone’s customer complaints rate has declined 77 per cent, and is around half that of the industry average.

From 24 January 2018, Ana Bordeianu will be joining VHA as Customer Operations Director, reporting to Chief Executive Officer Iñaki Berroeta.

At VHA, we are always working hard to provide our customers with the best possible experience every time they use our network and contact us.

We are pleased to see our customers are increasingly happy with Vodafone, with recent UBS data showing our Net Promoter Score (NPS) is more than double that of our competitors.

In 2018, we plan to deliver even more for our customers in everything we do – from our network, to our customer service delivery, and value-packed products.

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Background

Ana joins VHA from Vodafone Romania where she has served as Customer Operations Director since 2011. In that time, Ana has significantly contributed to the company’s current NPS leadership position for both Consumer and Enterprise.

Ana joined the Vodafone group in 2003, and has held a number of senior leadership roles across customer relations, customer operations and customer experience in Romania and Qatar.

In the September 2017 quarter, Vodafone recorded 4.3 TIO complaints for every 10,000 services in operation. The industry average was 8.3. In the March 2014 quarter, Vodafone’s complaint ratio was 19.3.

On 26 December, The Australian reported on UBS data which showed Vodafone’s NPS has increased significantly to 27 from 20. Telstra’s score has fallen from 14 to 13, and Optus is down from 17 to 12.  More info.