Annual Report 2012 - Ono

ONO’s Responsibility
Commitment to stakeholders | Customers
“The satisfaction of customers
is essential, both to maintain the
current customer base and to
ensure a long lasting relationship
with clients. ONO believes that this
satisfaction depends on the value
and quality of the services that it
provides to its customers.”
2. Customers
ONO is completely committed to improving
the satisfaction of its customers. It has
invested continually in improving customer
service and in optimising all processes in
this area. The Company has focused on
identifying possible anomalies, needs and
requirements so that it can contribute to
improving the efficiency of processes and
the quality of the services it delivers.
For some time, ONO has been using the
Net Promoter Score (NPS), a synthetic
indicator that represents the proportion
of clients who are “promoters,” in other
words those clients who are loyal to the
brand and who are its best ambassadors.
The indicator also connects the loyalty of
clients to the growth and profitability of
the Company.
For yet another year, ONO rose to this
challenge, reflecting its continued
investment in its customers, which ONO
believes is the only way of prospering in
the market.
Installations and Provisioning
In 2012, ONO was focused on customer
satisfaction and implemented an
installation and provisioning process for
new services, aiming to carry out these
processes more efficiently.
The Company did not only improve its
installation processes with technicians,
but also launched a project for selfinstallation
of high-speed Internet orders,
leading to a rise in the proportion of new
clients installing their own services.
These are some of the reasons why ONO’s
installation service receives the best score
from its clients. The average satisfaction of
clients remained at a score of near to 9 in
surveys carried out in the year. The average
level of recommendation for this process,
the so-called net promoter score, was
higher than 73% in the year.
In 2012, it was especially important to
support the campaigns launched by
ONO to retain clients and improve the
penetration of new services: increasing
speeds by 15Mb for Internet clients,
installing TiVo® services, increasing the
customer base for mobile services, the
successful convergent plans, etc.
In addition, in accordance with European
legislation, in June 2012 there was a
significant change in regulation in Spain
in the mobile number portability process,
with the time for change of operator being
cut from 4 days to 24 hours. In 2013 there
will be the same change in the processes
for fixed number portability, which will
require ONO to implement the new process
from July.
ONO in 2012
Who is ONO?
What does ONO do?
ONO’s
Responsibility
Corporate
Responsibility Focus
Commitment to
stakeholders:
1. Shareholders
and Investors
2. Customers
3. Employees
4. Suppliers
5. Media
6. Society
Financial analysis
Corporate
Governance Report
The Figures
Annexes
Contact
Information
Print
Report
The Figures
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