Shareholders' Letter

Environmentally friendly
products and services
See
www.swisscom.com/
green-ict
See
www.swico.ch
See
www.co2-monitor.ch
Sustainable services
Services which entail a significant ecological benefit are designated accordingly. These include
conferencing, unified communications, telepresence and teleworking. A special CO 2 , time and cost
calculator developed by Swisscom shows business customers the savings they can achieve by
using these services.
> Eco-friendly services: Services that help to reduce travel (video conferencing, teleworking solutions
and optimised logistics) as well as services that help save on energy (outsourcing and virtualisation
of servers in efficient data centres). A special sales tool, Green ICT events and the
Green ICT calculator are used to demonstrate to customers the potential for savings.
In the year under review, Swisscom conducted training sessions on eco-friendly services for
interested target groups, and launched the realistic videoconferencing solution, Telepresence,
at eight locations. At a media event organised in conjunction with the WWF, Swisscom presented
a study showing the high level of willingness among Swiss businesses to make increasing
use of modern conferencing systems and to reduce travel.
> Recycling: Swisscom grants a two-year guarantee on all telecoms equipment and offers repair
services. Moreover, any electronic devices from the Swisscom range can be returned to
Swisscom for recycling. This service is performed by SWICO Recycling, the recycling commission
of the Swiss Association for Information, Communication and Organisational Technology. The
system is financed through an up-front recycling charge. Statistics on recycling are available
from SWICO.
> Solidarcomm: In 2010, 37,000 mobiles were handed in and many of them were sold via a thirdparty
company in countries with a demand for low-cost second-hand mobile equipment. All
proceeds from the sales go to Swisscom’s social partners, Terre des Hommes Switzerland and
Réalise.
> Services for employees: In the year under review, Swisscom expanded its CO 2 savings platform
for employees to include new functions such as the interactive selection of personal climate
protection targets. The number of participating employees has now grown to more than 2,000.
> Solar vignette: Swisscom has launched the solar vignette for customers who do not have a
mobile with solar cells. By purchasing the vignette for CHF 8, customers are guaranteed that
enough solar energy to offset the power consumption of their mobile device will be fed into
the electricity grid.
> Online billing: Online billing is increasingly being seen as an attractive and environmentally
friendly alternative to a paper bill, and 10% of Swisscom customers have now opted to use this
method.
Customer satisfaction
Swisscom Switzerland
Swisscom conducts a range of segment-specific studies in order to measure customer satisfaction.
The Residential Customers segment conducts a monthly survey among representative customers
to determine customer satisfaction and the extent to which customers are willing to recommend
Swisscom to others. Callers to the Swisscom hotline as well as visitors to Swisscom Shops are regularly
asked to rate waiting times and staff friendliness. In the area of product studies, Swisscom
regularly polls buyers and users to gauge satisfaction, service and product quality.
The Small and Medium-Sized Enterprises (SME) segment continually conducts random interviews
to gauge customers’ satisfaction with Swisscom as well as dealers’ satisfaction with products and
support services.
The Corporate Business segment regularly surveys customers with whom projects have been
implemented. Added to this, an annual survey of customers is conducted to determine their satisfaction
with the customer experience chain, which covers all customer-related processes from
advising to ordering, application and payment processing.
The Wholesale segment also conducts an annual survey to measure customer satisfaction along
the entire customer experience chain.
The results of all these studies help to improve products and services and are relevant for determining
employees’ share of profit.
Management Commentary 84 | 85
Corporate Responsibility