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Evaluation

Vodafone has adopted a specific framework of systematically assessing quality of services and products, business processes and operational procedures in order to achieve the best customer experience.

 

Product &Service evaluation

 

  • We assess services and products, from concept to market delivery aiming to ensure that quality requirements are met.
  • We evaluate the telecommunication network services with customer centric performance indicators which simulate customer experience.
  • Vodafone Greece participates in Group Network & Service Quality Workgroup with the responsibility to plan and introduce Quality of Service indicators prior to commercial launch of new services in order to smoothly incorporate new capabilities and technologies.
  • We systematically assess the performance of our basic suppliers and partners and define the improvement plans derived by synergies raised.

 

 

 

Evaluation of business processes and procedures

 

  • We have developed a business process model in which all main processes are depicted and their interrelations and interactions are defined.
  • We set and monitor qualitative and quantitative performance indicators in corporate processes with the active involvement of our people



 

Evaluation of Customers Experience

 

  • Aiming to improve the quality of customer experience we monitor and assess all business processes related to the provision of products and services, through the assessment of customer complaints and "mystery shopper" surveys.
  • We inform and train customer facing employees in quality issues.
  • We coordinate the development, implementation and continuous improvement of Quality Management Systems according to ISO 9001:2008