Mobile network company, Vodacom Lesotho’s strategic roadmap for 2025 paints a picture of ambitious transformation, anchored firmly on a commitment to enhancing customer experience and fostering digital inclusion across the nation.
This is not merely a technical upgrade, but a fundamental shift towards placing the customer at the heart of every operational decision.
According to a statement released this week, the foundation of this vision rests on a significant investment in infrastructure and human capital.
Vodacom says it has poured substantial resources into upgrading its network, recognising that reliable connectivity is paramount. This includes the implementation of 24/7 monitoring protocols to pre-emptively identify and address network anomalies, minimising disruptions and ensuring the highest standards of service.
“State-of-the-art software and hardware solutions have been integrated to enhance network resilience, efficiency and – crucially – the security and integrity of customer data. This proactive approach addresses not only internal challenges but also anticipates and mitigates potential issues stemming from third-party dependencies.
“Beyond technological improvements, Vodacom’s 2025 focus embraces a holistic, customer-centric philosophy. Building on the successful 2024 implementation of the Consumer Protection Code, the company will continue with comprehensive consumer rights awareness campaign. The company will use a diverse range of channels, including roadshows, targeted workshops and extensive social media, newspaper and radio campaigns.
“The aim is clear: to empower consumers with the knowledge to understand their rights and responsibilities, particularly concerning data usage and responsible smartphone practices. This strategy extends beyond simple information dissemination; it actively promotes responsible digital citizenship,” it indicated.
Apart from that, Vodacom revealed that the success of its “Just4U” product line, with its localised variants like “Just4YourTown,” provides a compelling example of the company’s commitment to tailored solutions. The positive response, particularly contained in the December 2024 Net Promoter Score (NPS) report, highlights the effectiveness of this approach.
“Customers in Leribe, Berea and Qacha’s Nek have praised the affordability, value and longevity of the bundles, showcasing the resonance of accessible and relevant services across various customer segments. In 2025, Vodacom promises more of similar products to achieve the objective of digitally connecting every Mosotho, no matter his economic conditions or geographic location.
“Maintaining direct engagement with customers is pivotal to Vodacom’s strategy. Building on last year’s community outreach programmes, the company will prioritise direct interaction to gather invaluable feedback and insights. This two-way communication will serve as a crucial mechanism for shaping future product developments and service enhancements. Initiatives aimed at rewarding customer loyalty and reigniting trust, such as usage-based cashback promotions and reimbursements, will further be used to further strengthen the relationship and enhance overall satisfaction,” it assured.
Furthermore, Vodacom Lesotho’s priorities will extend beyond simply providing connectivity. The company will continue driving innovation by delivering cutting-edge products and services that promote financial inclusion and digital accessibility. Leveraging its extensive network and digital ecosystem, the company will strive to enhance customer propositions, cultivate strong stakeholder relationships and solidify its position as a technological leader, not just in Lesotho, but across the African continent.
“Bolstering network infrastructure, promoting affordable smartphone adoption and nurturing an inclusive digital environment for all Basotho are key priorities in this transformative journey. Through these ambitious initiatives, Vodacom Lesotho is setting the stage for a future defined by exceptional customer service and sustainable progress, truly connecting the nation for a better tomorrow,” the statement added.
