MOMENTS THAT MATTER
Vodacom’s Net Promoter Score had always led the pack.
By 2020, however, the signal had dropped.
For the first time in years, Vodacom slipped behind key competitors like Telkom and MTN in the
one metric that really matters: customer advocacy.
The message from customers was simple:
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“GET THE BASICS RIGHT.”
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If Vodacom could deliver on the everyday moments – the moments that make people feel heard,
helped, and valued – loyalty would follow.
But translating this into frontline action wouldn’t be simple:
14,000
people
FOUR
vastly different operational
environments
NO SINGLE
training channel
NO ROOM
for time
off the floor
And yet, shift needed to happen.
WHAT WE BUILT
TPA partnered with Vodacom to bring Moments That Matter to life – a fully digital, high-touch, emotionally resonant experience designed to reach every person who serves a Vodacom customer – internal and external – at the same time.
At the heart of the solution was a progressive web app (PWA):
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One platform for shared learning, celebration, and connection
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Weekly challenges built around newly defined Vodacom Service Standards
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Organisational influencers sharing videos of how they live the standards
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Peer-to-peer recognition via the in-app Moment Makers feature
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Gamification through points, leaderboards, and progress tracking
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An active discussion forum to foster community
This was the start of a movement – built for scale, but grounded in humanity.
WHAT CHANGED?
5,347 registered users across four business units
​206,983 points accumulated in under 10 weeks
2,136 discussion comments, 115 replies, 1,496 likes
0% negativity, 100% positivity
2,552 Moment Makers sent and received
And for the first time ever:
one unified message, in one unified moment,
to every customer-facing employee in the organisation.
The platform reached hearts and minds – not through top-down messaging, but through shared ownership,
small wins, and a powerful cultural shift that said:
Great service doesn’t happen in the big moments. It happens in the hundreds
of small ones– the moments that really matter.
FOR EVERY CUSTOMER.
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EVERY TIME.
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