It has been a busy 12 months here at Telstra. We’re making good progress and our customers are noticing a difference. We’ve achieved some major milestones and delivered solid results. As the year draws to a close, I wanted to share some of our highlights from 2011.

First is the shareholder approval of the National Broadband Network (NBN) transaction. This was a pivotal moment in the company’s history and I was extremely pleased that we received resounding endorsement from our shareholders. We’ve now lodged our revised SSU with the ACCC who have stated they intend to make a final decision on the SSU in February 2012.

The second highlight is the continuing momentum in our business. We’ve added more customers, generated strong sales and re-confirmed guidance, which is a clear demonstration that our strategy is delivering.

Most importantly, is the third highlight – our continuing improvement in customer service.

We have done an immense amount of work in the customer service space in 2011 – we appointed Telstra’s first Chief Customer Officer and re-organised the retail business; introduced our new online store and self service portal; announced our plan to open 100 new stores; and introduced a simple, easy to read bill, to name just a few customer service initiatives.

These improvements are making a difference. We’ve seen reductions in customer complaints, fewer incoming calls to customer call centres, fewer repeat visits to fix recurring problems and more online self service transactions. I’m also encouraged by the growing number of letters I receive from customers, complimenting us on the changes they’re noticing.

While these are strong results, we all know there is more to do. So in 2012, we’re going to continue our focus on improving customer service and building a better business.

We also head into the New Year with a new brand. It is bright and engaging, which represents our company’s revitalised approach to meeting the needs of the customer.

We have backed up our brand promise by re-organising the company and simplifying the business to better serve our customers. This includes the removal of duplication, streamlining processes and aligning our operation.

Looking ahead, there’s a lot to get excited about. Estimates predict there will be 50 billion mobile connections globally by 2020, which means things we’re doing now, like expanding our world class 4G LTE network and investing in Cloud services, network applications and services, and media assets, are laying the groundwork for this digital boom. There’s also the growing economy in Asia (potentially contributing 40% of world growth by 2015), so the need to be an international company remains paramount.

On a personal note, I’m going to be blogging more regularly for Telstra Exchange next year. Not only does this give me the chance to share my own views on what we are doing to better connect with customers, but it also gives me an opportunity to hear your thoughts on Telstra, the industry and the wider trends in the digital economy.

I want to end this blog by thanking our customers for choosing Telstra over our competitors and our shareholders for maintaining faith in the company and our strategy. There are exciting times ahead for the telecommunications industry and Telstra is committed to playing a leadership role.

I wish all our Telstra Exchange readers a relaxing and safe holiday season. I look forward to talking more in 2012.

David