We recently reintegrated SME into the Secondary’ s to add clarity to where Consumer and SME sales are rewarded in the Scorecard, based on the opportunity and customer requirements presented.
The expectation remains consistent with all KPIs: performance should be equivalent to or surpass that of company-owned.
We have been fielding some questions, please find the information below for clarification on how SME contributes to the franchise scorecard.
PAYM Con – Includes all sales (consumer, sim only, SME, BUS flag)
UPG Con – Includes all sales (consumer, Airtime, SME, BUS flag)
Primary’s – only include Consumer, as per contractual agreement
- PAYM HS Conv – Consumer sales only (excludes consumer plans with a BUS flag)
- UPG HS Conv – Consumer sales only (excludes consumer plans with a BUS flag)
Secondary’s
- Cons Payn ConV – excludes any sale flagged as a SME (a consumer plan with a BUS flag is excluded)
- PAYM SME ConV – includes only SME sales – anything with a BUS flag (this includes consumer plan with a BUS flag)
In Summary, a SME sale is anything that has a BUS flag. Below is full view if SME feeds into each metric
| KPI | Combined Value | PAYM HS Conv % | UPG HS Conv% | New HBB Conv % | HBB Regrades | NPS (combined) | Store Complaints | Consumer PAYM | PAYM SME | Insurance Strike | Gaming Conv | Total EE TV |
| SME Plan | N/A | NO | NO | YES | N/A | N/A | N/A | NO | YES | NO | N/A | N/A |
Elevate secondary Measure
I would like to confirm that, effective 1st May 2025, the Elevate secondary KPI will be removed from the scorecard. This remains a critical prop for our brand, to acquire new and secure existing customers. Its removal is intended to allow you to concentrate on the total volumes as opposed to the mix. Our expectation is that you continue to grow HBB volumes, everyone must be playing to win.
Insurance Measure
From 1st June – Insurance Strike rate in the secondary scorecard measure will include insurance sold with SME