92 / 96
Non-financial data for which limited assurance
LA
was obtained
In 2016 we obtained external assurance on certain non-financial aspects of the business.
This included indicators of quality of service, people, governance, customer satisfaction
and total tax contributions. The external assurance statement is available online ( ), as
are the definitions applicable to the indicators.
Quality of service
1
Call set-up success
rate (%)
Dropped call rate
(%)
Network availability
(%)
2016
2015
2016
2015
2016
2015
South Africa
2G
99,46
99,01
0,74
0,86
99,10
98,56
3G
99,41
98,74
0,36
0,43
98,77
97,31
Ghana
2G
98,99
99,44
0,87
1,06
99,35
98,54
3G
99,82
99,45
0,40
0,53
98,97
98,70
2016
2015
People
Employee culture survey (%)
67
66
MTN CSI spend (Rm)
295,4
335,4
Governance
Number of calls to whistle-blower lines
120
128
Customer satisfaction
Net promoter score (%)
– South Africa
81
78
– Nigeria
30
14
– Other key markets
25
16
Total tax contributions
2
(R billion)
33,7
n/a
1
For 2016, we chose not to report on Nigerian quality of service data because of a change in our reporting systems in Nigeria in the year.
2
This data was only assured from 2016.
MTN Group Limited
Integrated Report 2016
90