CE Tracker MO RO Quarterly Report Q2-2013 Final

1 Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted

Customer Experience Tracker Quarterly Report - Q2 2013 Mobile Monitor: Romania


Quarterly report Content

Introduction to the Customer Experience Tracker

Results Overview

Customer Experience Performance:

Postpay & Prepay

Common Global Measures

Key Driver Analysis

Customer Experience Performance

Magic & Miserable Moments

Appendix

Total Section

Technical Note

Sample Sizes

Glossary of Terms

Romania

Mobile Monitor Q2 2013


Quarterly report Introduction to the Customer Experience Tracker

The Customer Experience Tracker (CET) provides a consistent quarterly assessment of Orange in 9 key markets in a strategic competitive context.

CET is part of a joint initiative (QRSE + Group Market Research) within the Customer Experience Programme. The Orange ambition is to become #1 for Customer Experience by 2015.

CET is the measurement tool to support the Customer Experience strategy

CET provides Group and Local stakeholders with a high-level view on Oranges customer experience performance relative to its main competitors, highlighting priority action areas.

CET fieldwork commenced in September 2008.

CET is entirely funded and run by Orange MR Group.

Romania



Quarterly report Structure of Composites


Romania

Offers Quality Customer

Interactions

The composite score is calculated by taking an average of the scores that an individual customer gives across all of the measures within the composite. This provides each customer with their own individual score for each composite. This figure is then used to calculate a standard aggregated mean.

Value Cost Billing/Top Up Range Of Tariffs &

Plans

Range Of Handsets Offers That Are Easy

To Understand

Clear & Honest Communication

Rewards My Loyalty

General Quality Perceptions

Network Coverage - Voice

Network Coverage Data*

Easy To Use Products & Services

Shops Customer Services Website Buying Experience Upgrade Experience Ease of Set-Up Supports & Helps Its

Customers

Relationship Kept Informed Staff Are Knowledgeable

& Well Trained

Staff Are Polite & Friendly

Emotion

Image & Reputation Trustworthy Makes Me Feel Valued Respects My Privacy Stated Loyalty Cares About Your

Needs

Listens & Adapts



Quarterly report While Oranges performance is quite stable, the

inclusion of Digi changes relative positions (Postpay)

Significant gains vs. Q1 2013

Orange achieves no significant gains this quarter

While Oranges performance is stable, the addition of Digi Mobil results in some changes in the competitive landscape across CET.

Marginal shifts result in Orange returning to parity for General Quality Perceptions.

A combination of directional gains for Orange and declines for the competition also sees Orange obtain parity for Customer Interactions this quarter. It is, however, unable to make gains across the other composite measures where it remains at significant deficit.

Market Position

Significant declines vs. Q1 2013

There are no signficant declines for Orange this quarter.

Romania


Oranges performance is stable this quarter, but

the inclusion of Digi Mobil into CET has

resulted in this brand moving into the lead on

several KPIs


Quarterly report

A recovery of sorts is seen for Cosmote this quarter, whilst not restoring advantage, it does reverse some of the long-term declines experienced in the last two years. The majority of the areas where Cosmote sees an improving performance centre on the Emotion composite, which may suggest it has been effective with its recent communications and marketing activity

Vodafone has an indifferent quarter, experiencing declines across a number of areas and now trails Digi Mobil on Recommendation, Value and Cost. It loses the advantage it held last quarter on all composite measures, and following a significant decline for Emotion moves into deficit on this composite measure.

Romania

Big Picture: Competitor Performance

Postpay


The addition of Digi Mobil this quarter sees it establishing significant leadership on Cost and marginal advantage for Recommendation and Value. However, it resides at significant deficit for Offers, trailing the lead brand for Billing, Range Of Handsets, Range Of Tariffs and Rewards My Loyalty. It also trails the lead brand for the Quality composite, largely as a result of comparatively weak perceptions around Network Voice.


Quarterly report

Recommendation

Postpay - Overview of Market


Question: A2-3; B1-3

Movement

since last

quarter

Score

Best in Class

Q2 2013 Q2 2012

Cost

Value

Stated Loyalty

Score

Gap to

best

competitor*

Movement

since last

quarter

Score

Best in Class

Gap to

best

competitor*

Best

in

class +

Best

in

class +

81 +1 -5 86 n/a -1 -6

7.1 -0.2 -1.0 8.1 n/a -0.4 -0.6

8.1 -0.1 -0.3 8.4 -0.1 -0.3 -0.3

7.8 -0.2 -0.8 8.6 n/a -0.3 -0.6

8.7 +0.1 -0.4 9.1 n/a -0.2 -0.3

+Brand Logo is transparent if lead versus next best competitor is not significant *Significance test based on position relative to the market leader Please note the market leader is now only displayed for one brand. The lead is determined by the unrounded mean scores.

Key Takeouts

The addition of Digi Mobil this quarter sees it establishing a leading position on the majority of CGMs; however Cost is the only metric where its lead is significant.

While Oranges performance is largely stable, its significantly behind the lead brand, now Digi Mobil, for Recommendation, Value and Cost.

Romania


SIGNIFICANT INCREASE

SIGNIFICANT DECREASE

CONTINUES TO BE SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR

FALLS SIGNIFICANTLY BEHIND BEST COMPETITOR

CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITORS

MOVES SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR

NO SIGNIFICANT CHANGE


Movement

since

2012


Quarterly report

Offers

Postpay - Overview of Market

Customer Experience Composites

Q2 2013 Q2 2012

Key Takeouts

Movement since last quarter

Score

Best in Class

Gap to best

competitor


Score Gap to best

competitor*


Gap to best

competitor*


Score

Best in Class

Gap to best

competitor*

Best in

class +

Best in

class +

Romania


While Oranges performance is almost unchanged this quarter, directional declines for Vodafone enable Orange to return to parity for Customer Interactions.

Significant gains from Cosmote on Offers and Emotion, and a directional improvement for Customer Interactions means it is now the best performing brand across these measures, albeit not by significant margins.

Quality

Customer Interactions

Emotion

8.1 0 -0.3 8.4 +0.2 -0.2 -0.3

8.3 0 -0.2 8.5 -0.1 -0.2 -0.3

8.5 +0.1 -0.1 8.6 +0.2 -0.2 -0.1

8.3 0 -0.3 8.6 +0.3 -0.3 -0.1









Movement since 2012


Quarterly report Orange and Cosmote suffer declines although Orange

achieves parity for Recommendation (Prepay)

Significant gains vs. Q1 2013

No gains seen for Orange this quarter.

Positively, Orange is no longer trailing for Recommendation, Top-Up and Image & Reputation.

However, Orange remains signifcantly behind the lead competitor for the the majority of CGMs and all composite measures this quarter.

Market Position

Significant declines vs. Q1 2013

Significant quarterly declines for Range Of Handsets, Rewards My Loyalty, Website, Supports & Helps Its Customers, Staff Are Knowledgeable & Well Trained, Trustworthy, Makes Me Feel Valued and Listens & Adapts To Its Customers.

Romania


A decline for Cosmote

enables Orange to return to

parity for Recommendation.

However, a number of

declines for Orange see it

continue to trail Cosmote

on almost all measures.


Quarterly report

While still enjoying market advantage for this sector, Cosmote does see a number of declines that erode its position in Q3 2013. Most notably it loses its significant lead for Recommendation. Areas where there is a deterioration in performance this quarter include Recommendation, Cost, General Quality Perceptions and Rewards My Loyalty.

Vodafones performance is relatively stable this quarter, with no significant movements evident. However, relative declines for Cosmote and Orange mean Vodafone gains parity for many measures including Recommendation, Cost, General Quality Perceptions, Makes Me Feel Valued and Overall Image.

Romania

Big Picture: Competitor Performance

Prepay



Quarterly report

Recommendation

Prepay - Overview of Market



Movement

since last

quarter

Score

Best in Class

Cost

Value

Stated Loyalty

Score

Gap to

best

competitor*

Movement

since last

quarter

Score

Best in Class

Gap to

best

competitor*

Best

in

class +

Best

in

class +

86 -1 -3 89 -2 -3 -3

7.6 -0.2 -0.4 8.0 -0.5 -0.3 -0.4

8.5 -0.2 -0.4 8.9 -0.2 -0.3 -0.2

8.6 -0.1 -0.5 9.1 -0.1 -0.4 0

9.0 0 0 9.0 +0.1 -0.2 +0.2


Key Takeouts

Declines for Cosmote and relative stability for Orange, enables the latter to return to parity for Recommendation. Cosmote also exhibits significant declines for Cost and General Quality Perceptions. However, it maintains advantage over Orange for both of these measures as well as Value in Q2 2013.

Q2 2013 Q2 2012









Romania


Movement

since

2012


Quarterly report Prepay - Overview of Market

Customer Experience Composites

Romania

Q2 2013 Q2 2012


Score

Best in Class

Gap to best

competitor


Score Gap to best

competitor*


Gap to best

competitor*


Score

Best in Class

Gap to best

competitor*

Best in

class +

Best in

class +


Key Takeouts

Performance for Orange is again stable across the composites, with the result Cosmote remains significantly ahead on each. The only significant quarterly decline for Cosmote is seen across the Offers composite, but it manages to maintain its market leading position in this area.

Offers

Quality


Emotion

8.5 -0.2 -0.4 8.9 -0.1 -0.4 0

8.6 -0.1 -0.3 8.9 -0.1 -0.2 -0.2

8.8 -0.1 -0.4 9.2 0 -0.2 -0.1

8.7 -0.2 -0.3 9.0 -0.1 -0.3 0









Movement since 2012


Mobile monitor: Romania

14





CONTINUES TO BE SIGNIFICANTLY BEHIND BEST COMPETITOR


Source: GfK NOP/Orange Group Customer Experience Tracker Orange/GfK Restricted


Postpay


Gap to best

competitor

Postpay

Orange Common Global Measures Dashboard


Best in

class

Mean score (10pt scale) Indexed scores

Mean score (expressed out of 100)

Romania

Data shown Last 3 quarters Base Postpay Orange Customers (500)

Q4 2012

Q1 2013

Q2 2013

Q4 2012

Q1 2013

Q2 2013

Recommendation 81 80 81 +1 -5

Cost 0.96 0.96 0.93 7.4 7.3 7.1 -0.2 -1.0

General Quality Perceptions 0.98 0.97 0.97 8.3 8.2 8.1

-0.1 -0.3

Value 0.97 0.97 0.95 8.1 8.0 7.8 -0.2 -0.8

Stated Loyalty 1.00 0.98 1.01 8.8 8.6 8.7 +0.1 -0.4



15









Postpay

Question: A2

Postpay

Recommendation Score

Likelihood to Recommend Current Quarter Score

Ind

ex

Ave

rage s

core

exp

ress

ed

out

of 100

70

80

90

100

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13

0.96 0.98 0.98 0.94 0.97 0.94 0.96 0.96 0.97

Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201), Data shown Quarterly Trend

Romania

- 81

- 81

- 86

- 86

Key Takeouts

There are no statistically significant changes in Recommendation this quarter, but incremental movements for Cosmote sees both itself and Digi Mobil establish leadership over Orange and Vodafone for Recommendation this quarter.


16









Postpay Postpay

Recommendation - Promoters/Detractors

Question: A2

Promoters (%)

Detractors (%)

Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201),

0

10

20

30

40

50

60

70

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13

0

10

20

30

40

50

60

70

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13

Data shown Quarterly Trend

Romania

- 49

- 49

- 59

- 61

- 17

- 16

- 8

- 6

Current Quarter Score




Postpay Who are Oranges Promoters and Detractors?

11%

26%

10% 24%

29%

DT DA

MC BC

P

Age Breakdown Gender Profile

Segment Profile Smartphone ownership

6% 6%

20% 27%

20% 14%

6%

14-19 20-24 25-34 35-44 45-54 55-64 65+

Orange Promoters

Orange Overall

41%


Segment Profile

0% 7%

26%

44%

13% 9% 1%

15-19 20-24 25-34 35-44 45-54 55-64 65+

Orange Detractors

Orange Overall

41%

Smartphone ownership

49% 17%

Orange Promoters are significantly less likely to be male than the overall Orange Postpay profile, but more

likely to be part of the Basic Communicator segment. Orange Detractors are more likely to be male and

aged between 35-44.

8%

25%

7%

26%

34%

DT DA

MC BC

P

Significantly lower than Orange overall

Significantly higher than Orange Overall


Postpay

4.00 5.00 6.00 7.00 8.00 9.00 10.00

Cost

Quality Perceptions

Value

Stated Loyalty

Offers

Orange Promoters vs Detractors Performance across Customer Experience Measures

QUALITY

Quality Perceptions

Network - Voice

Network Data

Easy To Use

Quality

INTERACTIONS

Shops

Customer Services

Website

Buying Experience

Upgrade

Ease Of Set-up

Supports & Helps

Relationship

Kept Informed

Knowledgeable

Polite & Friendly


EMOTION

Image

Trustworthy

Feel Valued

Privacy

Stated Loyalty

Cares

Listens & Adapts

Emotion

OFFERS

Value

Cost

Billing

Tariffs

Handsets

Easy To Understand

Clear & Honest

Rewards Loyalty

KPIs

5 largest gaps in mean score

By understanding how promoters & detractors rate Orange across the metrics, we are able to identify what may have the greatest impact on Recommendation. Emotional measures exhibit 3 of the 5 largest gaps between promoter and

detractor mean scores. Any improvement in perceptions around Trust, Feeling Valued and Caring

About Customer Needs are likely to have a positive impact on levels of promotion.

Value and Supports & Helps also see discernible uplifts in score when comparing the perceptions of Promoters vs. Detractors.

19









Postpay

Question: A3

Postpay

Stated Loyalty M

ean s

core

s (1

0 p

oin

t sc

ale

) In

dex



Romania

- 8.7

- 8.5

- 8.8

- 9.1


6

7

8

9

10

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13

0.99 0.96 0.99 0.95 1.00 0.96 1.00 0.98 1.01

Stated Loyalty


20









Postpay Postpay

Core CGMs

Question: B1, B2, B3

Cost General Quality Perceptions Value

Mean s

core

s (1

0 p

oin

t sc

ale

)


Ind

ex

Romania

0.98 0.96 0.98 0.94 0.96 0.94 0.96 0.96 0.93 0.94 0.99 0.98 0.94 0.98 0.97 0.98 0.97 0.97 0.95 0.98 0.98 0.95 0.97 0.95 0.97 0.97 0.95


6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 7.1

- 7.5

- 7.6

- 8.1

- 7.8

- 8.0

- 8.3

- 8.6

- 8.1

- 8.4

- 8.3

- 8.2

Current Quarter Score Current Quarter Score Current Quarter Score



Postpay Key Drivers Analysis (1)

Composite Measures - An Explanation

Customer experience consists of lots of different elements, some of which are more important than others. The statistical method we use to identify which interactions are of greater or lesser importance is correlation.

A top-level summary slide shows how strongly the new composite metrics, impact likelihood to Recommend.

1. Our goal is to lead on Recommendation, so this is our key metric.

We use correlations to determine the impact perceptions each composite measure has on Recommendation. The higher the number shown on the chart, the bigger the impact. In this example, Emotion is the strongest driver of Recommendation.

2. Having identified the impact our top-level metrics have on Recommendation, we then indicate how Orange performs relative to its main competitors. The information shown includes the current quarters average scores, statistically significant quarter-on-quarter changes and any significant gaps to the lead brand.

Romania




Composite Drilldowns - An Explanation

Having established the leading drivers impacts on Recommendation and Oranges relative performance on them, we then drilldown to the next level of detail.

Each of our four composites is made up of a number of associated metrics. These are listed in their order of importance in driving Recommendation.

Colour-coding is used on the bars to show how Orange is performing on that metric relative to the rest of the market.

1. In this example, the metrics with the greatest impact on Recommendation within each of the composite sections are:

- Clear &Honest Communication (Offers)

- General Quality Perceptions (Quality)

- Relationship (Customer Interactions)

- Trustworthy (Emotion)

2. Having established the importance of each measure, we then show how we are performing relative to our competitors for each of the drilldowns. We colour-code the bars for this:

RED: Our performance is significantly worse than the best competitor.

WHITE: Our performance is at parity with the best competition.

GREEN: Our performance is significantly better than all competitors

3. Not all customers experience all interactions. For example, not everyone visits our shops or website, or indeed calls customer service.

This means some interactions may not be that important to the whole customer base, but very important among those who have recent experience.

In this example, Customer Services is only the 8th strongest Customer Interactions driver of Recommendation perceptions among the base. However, its 3rd among those who claim to have used it recently (which we define as the last 12 months).

Romania




All Measures - An Explanation

The final Key Drivers slide, shows the impact each individual measure has on Recommendation. This provides an overview of how every attribute ranks in importance, regardless of which composite it belongs to.

2. The bars are colour-coded to show how Orange is performing on that measure relative to the market.


WHITE: Our performance is at parity with the best competitor.

GREEN: Our performance is significantly better than all competitors.

1. All individual measures are ranked in descending order of importance regarding their impact on Recommendation. The correlation coefficient is shown at the end of each bar.

In this example, the single biggest driver of Recommendation is Trustworthy.

Romania


25









Postpay

10 Offers 26%

Quality 23% Customer Interactions

24% Emotion 27%

Postpay Sector Composite Key Drivers

Analysis based on Jan - May 13 data Q2 2013 Performance

10

Quality

shows the impact of the composite metrics on Recommendation


Customer Interactions Emotion Offers

8.1

8.2

8.4

8.0

8.3

8.5

8.4

8.1

8.5

8.5

8.6

8.3


8.3

8.4

8.6

8.5

Romania


26

SIGNIFICANTLY BEHIND BEST COMPETITOR

AT PARITY SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR


Postpay Postpay Sector Key Drivers

Analysis based on Jan - May 13 data Q2 2013 Performance NB The significance testing is versus the market leader

Quality

26% 23%

27% 24%

Likelihood to

Recommend

Offers

Emotion

The length of each bar represents the impact of each attribute on Recommendation

Customer Interaction

26% 23%

27% 24%

Value


Offers That Are Easy To Understand

Range Of Tariffs & Plans

Cost

Rewards My Loyalty

Billing & Payment

Range Of Handsets

Quality Perceptions



Network Coverage - Data

Trustworthy

Makes Me Feel Valued

Overall Image & Reputation

Cares About Your Needs

Listens & Adapts To Its Customers

Stated Loyalty

Respects My Privacy

Relationship 1

Supports & Helps Its Customers 2

Kept Informed 4

Staff Are Knowledgeable & Well Trained 3

Staff Are Polite & Friendly 6

Upgrade Experience 5

Shops 8

Customer Services 7

Website 9

Ease Of Set-Up 10

Buying Experience Low base

The numbers to the right of the Customer Interactions attributes represent the ranking position among those with experience, see Key Drivers Analysis (2) slide for more detail.

Romania


1

2

4

3

27




Postpay Postpay Sector Key Drivers


Value

Trustworthy


Relationship




Quality Perceptions



Supports & Helps Its Customers



Cost

Rewards My Loyalty

Kept Informed

Staff Are Knowledgeable & Well Trained

Stated Loyalty


Billing & Payment

Range Of Handsets


Respects My Privacy

Upgrade Experience

Shops

Customer Services


Website

Ease Of Set-Up

Buying Experience

0.63 0.61

0.60 0.60

0.59 0.58 0.58

0.57 0.55

0.53 0.52 0.52

0.49 0.47

0.46 0.43 0.43

0.40 0.39

0.38 0.34

0.32 0.31

0.30 0.26

0.18 0.17

0.10 0.07

Tie

r 1

D

rive

rs

Tie

r 2

Drive

rs

Tie

r 3

Drive

rs

The length of each bar represents the impact of each attribute on Recommendation

Romania Mobile Monitor Q2 2013



SIGNIFICANTLY AHEAD OF NEXT BEST COMPETITOR

Customer Interactions Offers Quality Emotion

Postpay

Communicate and Raise Importance

Consider Performance Improvement

Communicate and Maintain Performance

Key Action Areas

Postpay Q2 2013

Performance

Imp

ort

ance

Romania

Postpay Performance against Key Drivers


Key Takeouts

All measures reside on or behind the parity line, indicating performance lags best-in-class. The biggest deficits are apparent on Offers and Emotion attributes, with Customer Interactions all being at competitive parity.

Indices and sig-testing are conducted versus the market leader


Rewards Loyalty

Billing

Handsets

Upgrade

Shops

Customer Services

Value Trustworthy

Clear & HonestRelationship

Feel Valued ImageCaresQuality PerceptionsListens & Adapts

Easy To Understand

Supports & HelpsEasy To Use

Tariffs & PlansCost

Kept Informed

Knowledgeable

Stated LoyaltyPolite & Friendly

Network - Voice

Privacy

0.85 0.90 0.95 1.00 1.05 1.10 1.15

30









Postpay

Offers

Postpay Sector

Offers


Romania

6

7

8

9

10

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13

Question: B3, B1, D10, D5, D4, C1a-2, C1a-9, C1a-10

Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix


- 8.1

- 8.2

- 8.4

- 8.0

Please note the process of calculating the composites has changed since Q4 2011 therefore you may see a slight variation in scores compared to previous waves. The calculation is now

based on a score calculated for each individual customer and no longer as a top level aggregate. Please see the Structure of Composites slide for a more detailed explanation.*


31






Postpay Postpay Offers


Data shown Q2 2013

Mean scores (10 point scale)

Question: B3, B1, D10, D5, D4, C1a-2, C1a-9, C1a-10

Gap to best competitor Score

Gap to best

competitor* Index

Best in

class +

na = not applicable as question not asked - = base too low to report (under 30)

+ Brand Logo is transparent if lead versus next best competitor is not significant * Significance test based on position relative to the market leader

Romania

5.00 7.00 9.00

Orange Vodafone

Cosmote D igi Mobi l

Offers Composite

Value




Cost

Rewards My Loyalty

Billing & Payment

Range Of Handsets

Base Postpay Customers: Orange (500), Vodafone (400), Cosmote (400), Digi Mobil (201). * For base, refer to appendix Please note the market leader is now only displayed for one brand. The lead is determined by the unrounded mean scores.

0.98 -0.3

0.95 -0.8

0.98 -0.5

0.97 -0.5

0.97 -0.4

0.93 -1.0

1.03 0

0.99 -0.1

1.02 -0.2


32









Postpay Postpay Sector

Offers - Metrics

- = base too low to report (under 30)

Cost Value Current Quarter Score

Current Quarter Score Range of Tariffs & Plans

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex


Romania

Question: B3, B1, D10, D5


Billing & Payment

0.95 0.98 0.98 0.95 0.97 0.95 0.97 0.97 0.95 0.98 0.96 0.98 0.94 0.96 0.94 0.96 0.96 0.93

6.0

7.0

8.0

9.0

10.0

Q2

'11

Q3

'11

Q4

'11

Q1

'12

Q2

'12

Q3

'12

Q4

'12

Q1

'13

Q2

'13

0.98 0.99 0.99 0.99 0.99 0.98 0.99 0.99 0.99

6.0

7.0

8.0

9.0

10.0

Q2

'11

Q3

'11

Q4

'11

Q1

'12

Q2

'12

Q3

'12

Q4

'12

Q1

'13

Q2

'13


- 8.9

- 9.0

- 8.8

- 8.7

0.97 0.97 0.99 0.94 0.97 0.96 0.96 0.97 0.97

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 7.9

- 8.1

- 8.3

- 7.8

- 7.8

- 8.0

- 8.3

- 8.6

- 7.1

- 7.5

- 7.6

- 8.1


6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13


33










Offers - Metrics


Offers That Are Easy To Understand Range Of Handsets Current Quarter Score

Current Quarter Score Rewards My Loyalty

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex


Romania

Question: D4, C1a-2, C1a-9, C1a-10


Current Quarter Score Clear & Honest Communication

0.97 0.95 0.99 0.97 0.99 0.96 0.98 0.96 1.02

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.5

- 8.6

- 8.7

- 6.9

0.95 0.98 1.00 0.97 0.98 0.98 0.97 0.97 0.97

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.3

- 8.5

- 8.8

- 8.7

- 0.99 1.00 0.97 0.99 0.97 0.98 0.96 0.98

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.3

- 8.4

- 8.8

- 8.5

- 1.01 1.05 0.99 1.00 1.00 1.00 1.00 1.03

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 7.8

- 7.8

- 7.8

- 6.4



34









Postpay

Quality

Postpay Sector

Quality

Romania

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13

Question: B2, D8, C1a-1, D8A3



- 8.3

- 8.5

- 8.4

- 8.1





Network Coverage Data is included in the Quality composite from Q3 2012.

35






Postpay

Data shown Q2 2013

Postpay Quality



Romania

Mean scores (10 point scale) Gap to best competitor Score

Gap to best

competitor* Index

Best in

class +

5.00 7.00 9.00

Orange Vodafone


Quality Composite

Quality Perceptions






Please note the market leader is now only displayed for one brand. The lead is determined by the unrounded mean scores.


0.98 -0.2

0.97 -0.3

0.97 -0.3

0.98 -0.5

0.98 -0.3



36










Quality - Metrics

Romania



Network Coverage - Voice General Quality Perceptions Current Quarter Score

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex


Current Quarter Score Easy to Use Products & Services


0.94 0.99 0.98 0.94 0.98 0.97 0.98 0.97 0.97

6.0

7.0

8.0

9.0

10.0

Q2

'11

Q3

'11

Q4

'11

Q1

'12

Q2

'12

Q3

'12

Q4

'12

Q1

'13

Q2

'13

0.95 0.95 0.96 0.92 0.95 0.97 0.96 0.96 0.98

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.0

- 8.5

- 8.1

- 7.2

0.97 0.99 1.01 0.98 0.98 0.98 0.99 0.96 0.97

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.6

- 8.8

- 8.9

- 8.9

- 8.1

- 8.4

- 8.3

- 8.2



Current Quarter Score Network Coverage - Data

0.98 0.99 1.01 0.99 0.98

6.0

7.0

8.0

9.0

10.0

Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13

- 8.2

- 8.5

- 8.1

- -


37









Postpay


Postpay Sector


Romania


Question: K2, L2, M2, D3, D7, D7a, C1a-7, R1, R2, C1a-11, C1a-12


6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13

- 8.5

- 8.5

- 8.6

- 8.3





38






Postpay

Data shown Q2 2013

Postpay Customer Interaction



Romania


Gap to best

competitor* Index

Best in

class +

5.00 7.00 9.00

Orange Vodafone


Customer Interaction Composite

Relationship

Supports & Helps Its Customers

Kept Informed

Staff Are Knowledgeable & Well Trained


Upgrade Experience

Shops

Customer Services

Website

Ease Of Set-Up

Buying Experience




0.99 -0.1

0.98 -0.2

0.97 -0.3

1.00 -0.1

0.99 -0.1

0.99 -0.2

0.98 -0.2

1.00 -0.2

1.01 -0.1

1.04 0

1.00 0

- 0

Question: K2, L2, M2, D3, D7, D7a, C1a-7, R1, R2, C1a-11, C1a-12 Mobile Monitor Q2 2013

39










Customer Interaction- Metrics

Romania



Customer Services Shops Current Quarter Score

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex


Current Quarter Score Website

Question: K2, L2, M2,

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.7

- 8.9

- 8.8

- 7.3

0.99 0.98 0.99 0.98 0.99 0.97 0.99 0.98 1.00

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.5

- 8.6

- 8.3

- 8.5

0.96 1.01 1.03 1.02 1.02 0.99 1.01 1.00 1.04

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.7

- 8.7

- 8.0

- -

1.02 1.03 1.01 0.99 0.99 0.96 0.99 1.03 1.01



40











Romania



Upgrade Experience Buying Experience Current Quarter Score

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex


Current Quarter Score Ease of Set-Up

Question: D3, D7, D7a, C1a-7

Current Quarter Score Supports & Helps Its Customers

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- - - - - - - - -

- -

- -

- -

- -

0.97 0.98 1.02 0.99 0.99 0.97 1.01 0.98 0.98

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.5

- 8.6

- 8.7

- 8.3

0.96 0.99 0.98 0.96 0.98 0.99 1.00 0.99 1.00

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 9.1

- 9.1

- 8.8

- -

0.94 0.97 1.02 0.97 0.97 0.96 0.99 0.95 0.97

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 7.5

- 7.7

- 7.8

- 7.8



41











Romania



Kept Informed Relationship Current Quarter Score

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex


Current Quarter Score Staff Are Knowledgeable & Well Trained Current Quarter Score Staff Are Polite & Friendly

Question: R1, R2, C1a-11, C1a-12

0.97 1.00 1.00 0.98 0.99 0.96 0.99 0.99 0.98

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.5

- 8.6

- 8.7

- 8.5

0.98 1.00 1.02 0.99 0.98 0.98 0.99 0.97 1.00

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.4

- 8.4

- 8.5

- 8.2

- 0.99 1.03 1.00 0.97 0.98 0.98 0.96 0.99

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.5

- 8.6

- 8.6

- 8.6

- 0.98 1.02 1.00 0.98 0.98 0.98 0.98 0.99

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.8

- 9.0

- 9.0

- 8.8



42









Postpay

Emotion

Postpay Sector

Emotion

Romania


Question: C0, C1a-8, C1a-4, C1a-8, C1a-13, C1a-14, C1a-15, A3


7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13

- 8.3

- 8.4

- 8.6

- 8.5





43









Postpay

Data shown Q2 2013

Postpay Emotion



Romania


Gap to best

competitor* Index

Best in

class +

5.00 7.00 9.00

Orange Vodafone


Emotion Composite

Trustworthy





Stated Loyalty

Respects My Privacy




Question: C0, C1a-8, C1a-4, C1a-8, C1a-13, C1a-14, C1a-15, A3

0.97 -0.3

0.97 -0.5

0.96 -0.5

0.98 -0.3

0.95 -0.6

0.96 -0.6

1.01 -0.4

0.98 -0.3


44










Emotion Metrics

Romania



Trustworthy Image & Reputation Current Quarter Score

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex


Current Quarter Score Makes Me Feel Valued Current Quarter Score Listens & Adapts To Its Customers*

Question: C0, C1a-8, C1a-4, C1a-15

0.98 0.98 1.01 0.98 1.00 0.96 0.99 0.99 0.98

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.4

- 8.5

- 8.7

- 8.4

0.96 0.99 1.02 0.97 0.98 0.98 0.98 0.98 0.97

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.4

- 8.5

- 8.8

- 8.9

0.95 0.99 1.01 0.96 0.98 0.97 0.98 0.99 0.96

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 7.9

- 8.1

- 8.4

- 8.4

- - - 0.98 0.97 0.97 0.96 0.98 0.96

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 7.9

- 8.2

- 8.5

- 8.3


*New question in Q1 2012


45










Emotion - Metrics

Romania



Stated Loyalty Respects My Privacy Current Quarter Score

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex


Question: C1a-13, A3, C1a-14

0.99 0.96 0.99 0.95 1.00 0.96 1.00 0.98 1.01

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13

- 0.99 1.00 0.98 0.99 0.98 1.00 0.99 0.98

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.8

- 9.0

- 9.1

- 8.8

- 8.7

- 8.5

- 8.8

- 9.1


Cares About Your Needs* Current Quarter Score

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex

- - - 0.96 0.97 0.96 0.97 0.96 0.95

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 7.7

- 8.0

- 8.3

- 8.0

*New question in Q1 2012


46









Postpay

Network Coverage (Voice)

Postpay Sector

Network Module

Romania


Question: D8


6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13

- 8.0

- 8.5

- 8.1

- 7.2



47





Network Module

Romania

Base Postpay Customers: Orange (500). * For base, refer to appendix

Question: D8, D8A3I, D8A3, D8A-1 to D8A-10

Mean scores (10 point scale)

5 6 7 8 9 10


Download Speed


Speed Of Browsing The Internet

Having Coverage Anywhere In The Country

Completing Calls

Not Having To Re-Dial As Network Is Busy

Coverage In Urban Areas

Coverage In Rural Areas

Coverage Inside Buildings

Coverage In Your Home

Coverage When Travelling On The Motorway

Coverage When Travelling By Train

The vertical line on the chart represents the Orange score for Network Coverage Voice


48









Postpay

Data shown Q2 2013

Postpay Network Module



Romania


Gap to best

competitor* Index

Best in

class +

5.00 7.00 9.00

Orange Vodafone

Cosmote Digi Mobil


Download Speed




Completing Calls

Not Having To Re-Dial As Network Is Busy








Question: D8, D8A3I, D8A3, D8A-1 to D8A-10



0.98 -0.5

0.96 -0.7

0.98 -0.3

0.96 -0.6

0.99 -0.4

0.99 -0.3

0.96 -0.6

1.00 -0.1

1.00 -0.3

0.99 -0.2

0.99 -0.1

0.99 -0.3

0.98 -0.5


49










Network Module - Metrics

Romania


Question: D8A3I, D8A3, D8B-3, D8B-1

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex

Download Speed

- 1.00 1.00 0.98 0.99 0.98 1.01 1.00 0.96

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13


- 7.8

- 8.5

- 7.7

- -


1.00 0.99 1.01 0.98 0.98 0.99 1.01 0.99 0.98


6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.2

- 8.5

- 8.1

- -


0.96 0.99 1.00 0.95 0.97 0.98 1.00 0.97 0.96


6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 7.8

- 8.4

- 7.7

- -


0.94 0.93 0.96 0.90 0.94 0.96 0.97 0.94 0.99

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13


- 7.6

- 8.0

- 7.7

- 6.9

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex




50











Romania


Question: D8B-2, D8B-4, D8B-5, D8B-6

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex

Completing Calls

0.98 0.98 0.97 0.97 0.97 0.99 0.99 0.97 0.99

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13


- 8.6

- 8.9

- 8.5

- 8.4

Not Having To Re-dial As Network Is Busy

0.94 0.97 0.98 0.96 0.93 0.99 0.97 0.97 0.96


6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 7.9

- 8.5

- 8.0

- 8.0


0.99 0.98 0.98 0.97 0.99 0.98 0.98 0.97 1.00


6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 9.2

- 9.3

- 9.2

- 8.9


0.92 0.91 0.95 0.90 0.93 0.95 0.95 0.94 1.00

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13


- 7.4

- 7.7

- 7.6

- 6.4

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex




51











Romania


Question: D8B-7 to D8B-10

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex


0.97 0.95 0.98 0.94 0.97 0.97 0.97 0.97 0.99

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13


- 8.3

- 8.5

- 8.3

- 8.3


0.97 0.97 0.98 0.96 0.99 0.98 0.99 0.98 0.99


6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.9

- 8.9

- 8.8

- 9.0


0.96 0.96 0.97 0.95 0.97 0.97 0.97 0.96 0.99


6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

- 8.4

- 8.7

- 8.4

- 7.8


0.94 0.96 0.96 0.94 0.97 0.95 0.97 0.94 0.98

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13


- 7.9

- 8.4

- 8.1

- 7.1

Mean s

core

s (1

0 p

oin

t sc

ale

) In

dex





Postpay Magic and Miserable Moments

Magic During the time you have been a customer has < MOBILE PROVIDER > ever done anything particularly well or which has exceeded your expectations? Would you tell me about it?

Miserable Has < MOBILE PROVIDER > ever done anything which has made you really annoyed or angry? Would you tell me about it?

Within the CE Tracker questionnaire are two verbatim questions that capture the respondents recollection of times when their supplier experience has exceeded expectations (Magic moment) or when their experience has caused anger or annoyance (Miserable moment)

The verbatim comments have been coded to identify the root cause of the Magic and/or Miserable moment.

For a more detailed report of magic and miserable moments visit www.rantandrave.co.uk.

Romania



Postpay Postpay

Customer Experience Magic/Miserable Moments

% Experiencing a Magic moment*

Question: MM1, MM4,

% Experiencing a Miserable moment*

Romania

21

27

1613

0

10

20

30

40

50

Orange Vodafone Cosmote Digi Mobil

1315

8

3

0

10

20

30

40

50

Orange Vodafone Cosmote Digi Mobil

% Experiencing a Magic moment*

Data shown Q2 2013

% Experiencing a Miserable moment*

For a more detailed report of magic and miserable moments visit www.rantandrave.co.uk.

Please contact the CET team if you require a login.










Prepay


Gap to best

competitor

Prepay

Orange Common Global Measures Dashboard


Best in

class

Mean score (10pt scale) Indexed scores

Mean score (expressed out of 100)

Romania

Data shown Last 3 quarters Base Prepay Orange Customers (508)

Q4 2012

Q1 2013

Q2 2013

Q4 2012

Q1 2013

Q2 2013

Recommendation 89 87 86 -1 -3

Cost 1.00 0.94 0.96 7.9 7.8 7.6 -0.2 -0.4

General Quality Perceptions 1.00 0.97 0.97 8.8 8.7 8.5

-0.2 -0.4

Value 0.99 0.97 0.96 8.8 8.7 8.6 -0.1 -0.5

Stated Loyalty 1.02 0.99 1.00 9.2 9.0 9.0 0 0

+ Brand Logo is transparent if lead versus next best competitor is not significant *Significance test based on position relative to the market leader Please note the market leader is now only displayed for one brand. The lead is determined by the unrounded mean scores.










Prepay

Question: A2

Prepay

Recommendation Score

Likelihood to Recommend


Ind

ex

Ave

rage s

core

exp

ress

ed

out

of 100

Base Prepay Customers: Orange (508), Vodafone (400), Cosmote (401), Data shown Quarterly Trend

Romania

0.98 1.01 1.01 1.01 0.98 1.00 0.99 0.97 0.98

- 86

- 87

- 89

Key Takeouts

The market is now undifferentiated on the Recommendation metric as a result of Cosmote experiencing a significant decline in sentiment this quarter.

70

80

90

100

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13










Prepay Prepay

Recommendation - Promoters/Detractors

Question: A2

Promoters (%)

Detractors (%)

Base Prepay Customers: Orange (508), Vodafone (400), Cosmote (401),


Romania

0

10

20

30

40

50

60

70

80

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13

0

10

20

30

40

50

60

70

80

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13



- 64

- 66

- 72

- 11

- 10

- 7



Prepay Who are Oranges Promoters and Detractors?

22%

14%

25%

26%

12%

DT DA

MC BC

P


Segment Profile Smartphone ownership

15% 16% 23% 20%

13% 10% 2%

15-19 20-24 25-34 35-44 45-54 55-64 65+

Orange Promoters

Orange Overall

33%

15%

24%

13%

27%

21%

DT DA

MC BC

PW


Segment Profile

6% 14%

27% 28%

14% 10% 2%

15-19 20-24 25-34 35-44 45-54 55-64 65+

Orange Detractors

Orange Overall

33%

Smartphone ownership

65% 11%

Orange Promoters are significantly more likely to be part of the Mobile Centric segment than

the overall Orange Prepay profile.

Significantly lower than Orange overall

Significantly higher than Orange Overall


Prepay

4.00 5.00 6.00 7.00 8.00 9.00 10.00

Cost

Quality Perceptions

Value

Stated Loyalty

Offers

Orange Promoters vs Detractors Performance across Customer Experience Measures

QUALITY

Quality Perceptions

Network - Voice

Network Data

Easy To Use

Quality

INTERACTIONS

Shops

Customer Services

Website

Buying Experience

Upgrade

Ease Of Set-up

Supports & Helps

Relationship

Kept Informed

Knowledgeable

Polite & Friendly


EMOTION

Image

Trustworthy

Feel Valued

Privacy

Stated Loyalty

Cares

Listens & Adapts

Emotion

OFFERS

Value

Cost

Top Up

Tariffs

Handsets

Easy To Understand

Clear & Honest

Rewards Loyalty

KPIs

5 largest gaps in mean score

By understanding how promoters & detractors rate Orange across the metrics, we are able to identify what may have the greatest impact on Recommendation. Supports & Helps and Makes Me Feel Valued are the two key

differentiating factors when looking at Oranges Promoters & Detractors in the Prepay sectors.

Other aspects focusing on the customer are also likely to impact Recommendation, Rewards My Loyalty, Cares About Your Needs and Listens & Adapts To Its Customers.









Prepay

Question: A3

Prepay

Stated Loyalty M

ean s

core

s (1

0 p

oin

t sc

ale

)

Stated Loyalty

Ind

ex



Romania

6

7

8

9

10

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13

- 9.0

- 8.9

- 9.0


0.98 1.03 1.02 1.00 1.02 0.99 1.02 0.99 1.00










Prepay Prepay

Core CGMs

Question: B1, B2, B3

Cost General Quality Perceptions Value

Mean s

core

s (1

0 p

oin

t sc

ale

)


Ind

ex

Romania


6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13

6.0

7.0

8.0

9.0

10.0

Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2

'12

Q3

'12

Q4

'12

Q1 '13 Q2

'13


0.99 0.99 0.97 1.04 0.99 1.01 1.00 0.94 0.96 0.98 1.00 0.99 1.01 0.98 0.99 1.00 0.97 0.97 0.97 1.00 0.99 1.02 1.01 0.99 0.99 0.97 0.96

- 7.6

- 7.8

- 8.0

- 8.6

- 8.8

- 9.1

- 8.5

- 8.7

- 8.9



Prepay Key Drivers Analysis (1)

Composite Measures - An Explanation

Customer experience consists of lots of different elements, some of which are more important than others. The statistical method we use to identify which interactions are of greater or lesser importance is correlation.

A top-level summary slide shows how strongly the new composite metrics, impact likelihood to Recommend.

1. Our goal is to lead on Recommendation, so this is our key metric.

We use correlations to determine the impact perceptions each composite measure has on Recommendation. The higher the number shown on the chart, the bigger the impact. In this example, Emotion is the strongest driver of Recommendation.

2. Having identified the impact our top-level metrics have on Recommendation, we then indicate how Orange performs relative to its main competitors. The information shown includes the current quarters average scores, statistically significant quarter-on-quarter changes and any significant gaps to the lead brand.

Romania



Prepay Key Drivers Analysis (2)

Composite Drilldowns - An Explanation

Having established the leading drivers impacts on Recommendation and Oranges relative performance on them, we then drilldown to the next level of detail.

Each of our four composites is made up of a number of associated metrics. These are listed in their order of importance in driving Recommendation.

Colour-coding is used on the bars to show how Orange is performing on that metric relative to the rest of the market.

1. In this example, the metrics with the greatest impact on Recommendation within each of the composite sections are:

- Clear &Honest Communication (Offers)

- General Quality Perceptions (Quality)

- Relationship (Customer Interactions)

- Trustworthy (Emotion)

2. Having established the importance of each measure, we then show how we are performing relative to our competitors for each of the drilldowns. We colour-code the bars for this:


WHITE: Our performance is at parity with the best competition.

GREEN: Our performance is significantly better than all competitors

3. Not all customers experience all interactions. For example, not everyone visits our shops or website, or indeed calls customer service.

This means some interactions may not be that important to the whole customer base, but ver

Documents

CE Tracker MO RO Quarterly Report Q2-2013 Final