Through dialogue with our stakeholders, we learn to respond to their expectations more effectively. This chart identifies our key stakeholders, their concerns and how we engage with them. In the course of our business activities, we come into contact with members of each of these groups, every day.
Building strategic alliances can help to ensure the quality of our network and broaden our portfolio of customer offers.
One-on-one business meetings; agreements based on fair rules of co-operation
Regular and ongoing contact.
Transparent and fair rules of co-operation.
Empowering local economies strengthens the socioeconomic context in which we operate
Co-operation with communities; programme partnership with educational and social institutions.
Regular and ongoing contact.
Investment in infrastructure; social investment in communities.
Our customers are vital for the success of our business and we put them at the heart of everything we do.
Dialogue with customers: listening & responding; customer satisfaction surveys, including NPS.
Continuous direct contact; regular customer opinion surveys (monthly, quarterly, annual and ad hoc).
A reliable and resilient network; good coverage; safe services; simple, transparent offers and pricing; good convergent offer; excellent customer service; easy access to services.
As a listed company we take care of our investors and the financial community
Providing detailed and transparent communication of financial and operational results; engaging in direct dialogue with investors through participation in roadshows, conferences and meetings; dedicated IR website.
Continuous direct contact; regular satisfaction surveys once a year.
Friendly and modern work environment; competitive remuneration levels; safety standards; clear career path and motivation system; opportunities for development.
Engagement of adequately skilled and motivated employees plays a critical role in delivering excellent customer service and increasing longterm value generation.
Employee training, and talent development; dialogue with employees: satisfaction survey; dialogue with trade unions.
Continuous direct contact; regular satisfaction surveys once a year.
Friendly and modern work environment; competitive remuneration levels; safety standards; clear career path and motivation system; opportunities for development.
As our industry is regulated, it is essential for us to establish and maintain constructive relationship with the regulator.
Maintaining constructive dialogue with the regulator; consultation process; dedicated reporting; meetings; participating in industryconferences
Regular and ongoing contact.
Licensing and compliance; quality of services and network performance; wider access to broadband; partnership in health and education; investment in disadvantaged communities.
Suppliers and contractors impact on our ability to provide products and deliver services.
Dialogue and building of longterm relations with suppliers; group assessment: opinion surveys; audit.
Regular and ongoing contact; opinion surveys at least once a year.
Fair treatment; transparent rules of tenders and co-operation; timely payment, favourable terms.
See also
