Matthew’s view

Chairman and chief executive Matthew Key gives his view on the issues of the day

Our reason to be here is pretty hard to define. How would we like people to think of us and do we live up to those expectations?

The secret behind O2’s success, our reason to be, is easier to nail down.

It is something that is in our DNA, it’s what we’re all about – our relentless focus on the customer experience.

That’s why I looked back at some very impressive year-end results with a slight tinge of disappointment because, while we did well in all our operating businesses, we let ourselves down a bit on our customer index scores across all our markets.

For instance in the UK, where financially we outshone our competitors, we reached mid-year with a 5 point CSI gap to the second-placed operator and ended it just 1 point ahead.

Only Slovakia, with a CSI score of 87, really excelled on customer satisfaction.

So let’s really push to regain our momentum in this area in the year ahead.

We need to make sure we get our mojo back in 2010, because it is our focus on customers that is the secret behind our financial success. Let’s get back to doing what we do best.

If we embrace this and embrace the future in the way we’re doing with the recent acquisition of Jajah, we’ll have an unbeatable formula.

That’s something we discussed at the recent Telefónica Management Summit and Telefónica Europe Leadership event in Madrid.

You can find out more in this issue, plus details of the bravo! programme – Telefónica’s first ever group-wide transformation initiative.

It’s been launched with one aim in mind – to make Telefónica the best global communications company in the digital world.

bravo! is about collaborating, sharing best practice and taking advantage of our global scale.

It’s about being proud to be O2, but never forgetting we are always Telefónica.

Look out for more details of the part we’ll all play in this issue and in the months ahead.

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