Positioning for the digital services future Managing Directors - PowerPoint PPT Presentation

1 Positioning for the digital services future Managing Director’s Review

We’ve been building foundational capacity

Three new focus areas Increased emphasis Better serve price Simplification, digitisation, on wireless sensitive segments automation

The consumer fixed broadband market is increasingly challenged from a retailer perspective…

We see a 2012 4G 150Mbps better future in wireless 4.5G 1Gbps 2016 2020s 5G 20Gbps Maximum speeds per mobile technology

Spark consumer customer satisfaction with broadband technologies 100% 95% Advantages of 90% 85% wireless 80% 75% 70% broadband for 65% 60% customers 55% 50% ADSL VDSL Fibre Wireless Broadband Ov Overall s satisfaction Re Reliabillity y satisfact ction on Sp Speed eed satisfaction So Sour urce: e: TRA research on Spark broadband customer satisfaction, June 2017. Customers were asked: “How satisfied are you with your overall broadband service?” “How satisfied are you with the reliability of your broadband?” “How satisfied are you with the speed of your broadband?’

New Zealand mobile prices mostly below OECD average “NZ’ s mobile prices were below average for most of the OECD baskets, with the smaller to medium baskets being significantly below average.” – Commerce Commission Sour So urce: e: Commer erce e Commission’ n’s Annua nnual Tel elec ecommuni unications ns Rep eport, pu publ blished d May 2017.

Establishing strength in new markets

How did customers engage with Spark in May 2017? ~408k (16%) ~535k (20%) The all-digital Call centre Website (Unique visitors) customer ~1,649k (64%) App experience An example of our new approach: Tinkerbot Automated fault diagnostic Reduction in call …and very satisfied robot, which monitors handling time and work customers and staff networks, identifying faults effort… before customers are aware of them.

Embracing new ways of working

Thank you