Afrikaans Annual Financial Statements
Naspers
 

THE NASPERS GROUP

IN THIS SECTION

STAKEHOLDER ENGAGEMENT

Participating in industry groups to develop shared practices
Employee newsletters, surveys, management briefings and intranet sites
Engaging with local communities through corporate citizenship activities
Interaction with readers and subscribers using various channels, including feedback through letters to the editor, emails, text messages and social media
One-on-one meetings with suppliers and business partners. Supplier ratings from customers on our ecommerce platforms communicated to suppliers and opinion formers, shareholders and potential investors
Communication and engagement through a dedicated investor-relations unit
Engage with opinion formers and regulators to assist in developing policy
Interact with users through user-experience ratings on our ecommerce platforms

We engage with our stakeholders through different channels.

 

Key issues for our business segments are set out below.

STAKEHOLDERS’ ISSUES AND OUR RESPONSE

INTERNET
STAKEHOLDERS       ISSUE AND RESPONSE  

Customers
      On the internet side, most of our businesses have adopted the Net Promoter Score (NPS) metric, to measure customer satisfaction trends. For example, NPS for own delivery of products at one site is significantly higher than for delivering products through third-party logistics providers due to the latter’s longer delivery times and poorer service quality. The group is fully focused on providing the best experience not only to consumers (end-users), but to merchants as well. On the merchants’ side, we are committed to working closely with upstream and downstream partners to address the relevant concerns for their businesses and focus on growing sales.  

Industry
      Allegro is organising an annual conference in Poznań, Poland, called ennovation. This includes presentations on ecommerce trends and novelties, discussion groups and a competition for new ideas.

Buscapé launched an ecommerce price index, the FIPE/Buscapé Index, based on data gathered from its websites. Retailers, consumers, the press, importers and providers of finance all benefit from this data on prices charged by online stores.
 

Regulators
      The group engages with legislators through its public policy team in each region, seeking to ensure that its businesses are able to operate in an efficient and positive regulatory environment. Engagement is via traditional communication channels. The group also engages formally with regulators as part of its compliance activities, and group businesses are members of industry bodies and associations in order to support the development of the applicable industry sectors.  

Employees
      Our most important asset is our people. We believe that we need the best people, who are committed to innovate and take risks, who understand our customers, who believe strongly in meritocracy, who are strongly result-oriented and who conduct business ethically. We believe passionately in the ongoing education and training of our employees and have created a Naspers Academy to further this objective. Group companies hold regular meetings with employees during which business results are shared, goals and next steps are discussed, and formal and informal feedback is received from employees, including about what the company could do better as a business and an employer. As a result of these meetings, good ideas have been generated and implemented, reinforcing the relationship between the group and its employees.  

PAY TELEVISION
STAKEHOLDERS       ISSUE AND RESPONSE  

Customers
      MultiChoice has a number of ways to engage and interact with customers. These range from traditional interaction such as service centres to non-traditional such as DStv Forum, Twitter and Facebook.

MultiChoice also engages customers in product development through the email research panel and its field trial panel, which facilitate decoder-software developments.
 

Industry
      MultiChoice Nigeria runs the annual media workshop for journalists and training for production members of the movie industry in Nigeria. It has a strategic partnership with the local broadcast industry to uplink indigenous free-to-air stations to the DStv platform at no charge to operators.

MultiChoice South Africa plays an active and constructive role in its industry. As a member of the National Association of Broadcasters, it has raised pertinent industry issues with the ministry of communications, the regulator (Icasa) and the portfolio committee on communications.

MultiChoice is represented on the ministerial information and communications technology (ICT) review panel assessing legislation that governs the ICT sector. In the new financial year MultiChoice will be involved in a number of policy formulation processes.
 

Suppliers
      MultiChoice Nigeria uses social media to communicate important information and runs retailers/dealers awards, training and workshop programmes.  

Regulators
      MultiChoice Nigeria organises awareness meetings and shares information on piracy in the country. At policy level, it engages with the National Broadcasting Commission and Nigerian Copyright Commission.

MultiChoice South Africa participates in regulatory processes initiated by Icasa. The key aim for these interactions is developing a supportive environment for the growth of the ICT sector. MultiChoice is subject to the Broadcasting Complaints Commission of South Africa (BCCSA), which regulates certain content, and works closely with the BCCSA to ensure that content regulation stays current as it moves from an analogue to digital environment.
 

Employees
      MultiChoice creates many opportunities to keep its employees abreast of developments. These range from print to electronic platforms, as well as face to face, which allows executives to interact with employees on a more personal level. It has a workplace forum – an employee body that represents employees’ interests and continually interacts with the company on mutually beneficial issues.  

PRINT
STAKEHOLDERS       ISSUE AND RESPONSE  

Customers
      All Media24 divisions are active on social media platforms. Editorial teams use Facebook and Twitter as interactive platforms to engage with audiences on topical issues, share and promote content from their latest print and digital offerings and test new ideas. All business units conduct client satisfaction surveys with, for example, advertising agencies, print customers and their digital audiences. This is done through a variety of channels, including customer service call centres and digital surveys to determine net promoter score ratings.  

Industry
      Media24, through its news, magazine and book divisions, is a member of local and international industry bodies. In South Africa these include: Print and Digital Media South Africa (PDMSA), Audit Bureau of Circulations of South Africa (ABC), South African Advertising Research Foundation (Saarf), South African National Editors’ Forum (Sanef), Digital Media and Marketing Association (DMMA) and South African Publishers Association (Pasa).  

Regulators
      Print media is self-regulated by way of the Press Code and Advertising Standards Authority. Media24 abides by the codes and rulings of these regulatory bodies.  

Employees
      Media24 continues to promote and entrench its core values – courage, integrity, accountability and respect–by investing in leadership development and training, and recognising employees who demonstrate these values. Existing training initiatives–including multimedia training for journalists and Woza Wednesday, a weekly knowledge-sharing initiative on media-related topics–gained further momentum. The Bounce Wellness Programme was introduced last year to boost employee productivity and resilience. Its staff engagement levels are surveyed annually and remained encouragingly high, despite tough economic conditions, further staff cutbacks and even more stringent cost management.