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

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Positioning for the digital services future

Managing Director’s Review

We’ve been building foundational capacity

Increased emphasis

• n wireless

Three new focus areas

Better serve price sensitive segments Simplification, digitisation, automation

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

We see a better future in wireless

150Mbps 2012 2016 2020s 4G 1Gbps 4.5G 20Gbps 5G

Maximum speeds per mobile technology

Advantages of wireless broadband for customers

50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100% ADSL VDSL Fibre Wireless Broadband

Spark consumer customer satisfaction with broadband technologies

Ov Overall s satisfaction Re Reliabillity y satisfact ction

• n

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

So Sour urce: e: Commer erce e Commission’ n’s Annua nnual Tel elec ecommuni unications ns Rep eport, pu publ blished d May 2017.

“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

Establishing strength in new markets

The all-digital customer experience

~408k (16%) ~1,649k (64%) ~535k (20%)

How did customers engage with Spark in May 2017?

Call centre Website (Unique visitors) App

An example of our new approach: Tinkerbot

Automated fault diagnostic robot, which monitors networks, identifying faults before customers are aware of them. Reduction in call handling time and work effort… …and very satisfied customers and staff

Embracing new ways of working

Thank you