Employing a network of dedicated, dependable people
Sprint is a company of people.
Smart people. Creative people. Gutsy.
Undaunted by hard work.
Some of them talk face-to-face with customers. Some climb a network tower at two in the morning. Some spend every day fighting to help keep costs manageable for cash-strapped families. All of them work not just for the company, but for Sprint customers, the community and the greater good. Yes, Sprint is a business first. But that’s never in opposition to being a good corporate citizen. Sprint isn’t just a company. It’s an interconnected company of dedicated, dependable people who help the world stay connected 24/7.
continue to achieve a
100 percent completion
rate in i-Comply, our
annual ethics certification
an ethical, responsible workplace culture is alive and well
Company culture isn’t born overnight. It’s a living, breathing collection of behaviors and beliefs built up and handed down from one employee to the next. Sprint’s culture was born of an entrepreneurial spirit. It’s high performing and moves fast. It’s built to be inclusive, open and transparent. It’s focused on resolving issues in real time. It’s spontaneous, yet purposeful. Audacious, yet mindful. Sprint CEO, Marcelo Claure, is helping reshape the entrepreneurial spirit the company was built upon.
Claure engages employees by hosting Town Halls, impromptu celebrations, and by creating a movement centered on sharing ideas and putting the spotlight on employees who do great work. Sprint and its employees act and live with integrity. They treat others how they’d want to be treated. The result: employees that surprise and delight the customers they serve
taking a stand for high ethical standards
One of the things that’s really important to us is
integrity. Of course, actions speak louder than
words ever could. Sprint has high standards for
acting ethically and responsibly. Integrity lives and
breathes in our policies, programs and tools that
help cultivate an ethical workplace.
In 2014, for the sixth year running, Sprint employees achieved our goal of a 100 percent completion rate in i-Comply, our annual employee certification program. This includes training and resources to help ensure employees “get it” and fully understand the company’s expectations of them.
If employees have any concerns, the Ethics Helpline gives them a voice. It’s a 24-hour resource for employees and other stakeholders to confidentially and safely seek advice or report any suspected violation of the Code of Conduct. This includes fraud, sexual harassment, discrimination or any other illegal conduct in the workplace.
helping employees stay
happy and balanced
Sprint is focused on total employee well-being. Our benefit programs and resources help employees make informed decisions and manage their health. Employees have resources, education and programs right at their fingertips to guide them on a variety of topics: career, social, financial, physical or community.
What do these programs and tools look like? Employees have access to personal health advocates. There are on-site health clinics and fitness centers, employee fitness challenges and counselors to help employees meet their health and fitness goals. Sprint’s Healthy Living Discount even gives medical/prescription drug premium discounts for healthy living. And of course, employees receive medical, prescription drug, dental and vision benefits, just to name a few.
it comes to financial well-being, there are financial
seminars, along with financial counseling, a 401(k)
match, and savings tools. We also offer education
assistance, career development, non-profit volunteer
opportunities, cultural celebrations and more.
Sprint continued the successful Sprint Get Fit program in 2014. It’s an eight-week physical activity challenge available to all employees. Nearly 20 percent of Sprint’s workforce participated. Collectively, this group logged over 9.5 million exercise minutes and shed over 8,300 pounds. That’s a lot of sweat and sore muscles.
In the fall of 2014, Sprint launched Castlight Health, a new online health care cost estimator tool for employees and spouses/domestic partners. Castlight Health helps navigate the health care system to find quality care for the best price.
Sprint strives for a culture that attracts, develops and
retains a diverse workforce. The unique experiences
and backgrounds of employees help us meet and
beat company goals. And since we serve diverse
markets, our diverse employees are better able to
understand and serve our customers’ needs.
Sprint Employee Resource Groups (ERGs) reflect our commitment to the growth and professional development of all employees. They’re voluntary groups of like-minded employees that use their knowledge, experience and compassion to make a difference in themselves, the community and the company.
At the end of 2014, nearly 21 percent of Sprint employees took part in one or more ERGs. That’s an all-time high participation rate. They collected care packages for troops, wrote thousands of customer thank you cards in Spanish, hosted an exhibit from the Institute of Black Invention & Technology during Black History Month placed flags around Sprint buildings in honor of Memorial Day, just to name a few.
more than workplace
supply chain diversity
Sprint works with a diverse group of suppliers. Our
diverse suppliers provide unique, cost-effective
solutions and represent businesses owned by
minorities, females and disabled veterans. They
represent a really wide cross-section of businesses.
Our Supplier Diversity team strives to increase the
work we do with such businesses and to add to our
roster of diverse suppliers. The team is committed to
giving certified diverse suppliers the best chance to
compete for business with Sprint. It’s a win-win.
Today, the supplier diversity program includes 415 businesses owned by minorities, women and disabled veterans. In 2014, we spent a total of $10.58 billion, directly and indirectly, with diverse suppliers.
redefining the customer experience one smile at a time.
Customers have extraordinary power. They can vote with
their wallet or through social media. Sprint is working
hard to redefine the customer experience and ensure our
customers are saying good things about us to the people
around them. It’s all about putting the customer at the
center and building out from there.
We want happy customers to tell their friends and family why their network puts a smile on their face. But there are three things we have to do right to make that happen:
• Provide a consistent and reliable
• Offer the best value through simplicity
• Be the company that’s easiest to do
Customers are top of mind across the entire company, but they have told us we could be doing much more to improve our customer and network experience. We are listening and are taking action.
That’s why Sprint is driving four core activities:
1. Understanding customers’ likes and
dislikes, turning customer satisfaction
into word-of-mouth promotion.
2. Gathering more accurate customer
feedback, ensuring them they’ve been
heard and solutions are on the way.
3. Eliminating pain points, delighting
customers in new ways, then creating,
managing and measuring the
effectiveness of initiatives.
4. Measuring customer experience
performance through regular surveys.
Our measuring stick for change is the Net Promoter Score (NPS) which measures customer loyalty. We established a chief experience officer who’s focused on improving the score and linked NPS improvement to every employee’s compensation. This is a new approach for us, and our customers are telling us that our actions are working: our NPS
score has improved
from negative territory in mid-2014 to the highest level
in nearly two years in early 2015.
Sprint is invested in the customer at every level. We’re not just thinking of the customer, but thinking like the customer. Understanding how choices will affect them, putting a focus on the long-term benefits and the right service plans.
We’ve rolled out new pricing plans to reward existing customers. There’s ongoing training and tools for frontline specialists, as well as improvement of selfservice tools to help customers easily find answers. It’s paying off. The proof is in 18 percent fewer calls to Customer Care.
private information private
Sprint also blogs about the importance of privacy protection, safety and security products, and offer advice for parents to filter content on their kids’ mobile phones. See what the blogs are all about at newsroom.sprint.com/blogs.
In January 2015, Sprint issued a
Transparency Report, available at sprint.com/transparencyreport. It details how the company complies with governmental requests for customer information.
and teens in an
It’s also vital to protect young mobile phone users. Sprint is a longtime advocate of offering free and easy access to resources to keep kids safe online. In 2007, Sprint launched 4NetSafety.com for children and adults that provides educational resources related to online safety topics such as cyber bullying, online predators, privacy, sexting, social networking and Web cams. Through fun games, animated videos, educational tips, and more, we hope to ensure young people continue to safely work, learn and play online. Our 4NetSafety partners include the National Center for Missing and Exploited Children, Boys and Girls Clubs of America, and Family Online Safety Institute.
In 2014, through our charitable phone recycling program Sprint Project Connect,
more than $1 million to our Internet safety program.
That brings our total contribution to more than $7
million since 2007. Sprint also collaborated with the
Boys and Girls Clubs of America to host five safety
fairs across the country to teach parents, youth
and community leaders simple precautions to help
children stay safe online.
Sprint also partnered with CTIA and ConnectSafely. org to create the Parents’ Guide to Mobile Phones. It’s a guide to help parents navigate the world of wireless services, devices and applications. It helps them talk with their kids about safe and responsible wireless use. Sprint helped create this guide and it can be downloaded directly from 4NetSafety.com.
Sprint was named to The Civic 50, an annual survey of America’s most community-minded companies. The Civic 50 is an initiative of Points of Light, in partnership with Bloomberg LP, and recognizes companies for their commitment to improving the quality of life in the communities where they do business. Sprint received this award for employee engagement efforts, community giving and educational campaigns on important social topics such as distracted driving and Internet safety.
Some of the biggest change begins right around the
corner. That’s why Sprint supports and gives back to
communities at the local neighborhood level. We do it
through a combination of philanthropy, employee efforts
and social impact. Through the Sprint Foundation and
our social awareness efforts around important topics,
such as distracted driving and Internet safety, we’re
able to help people and their communities.
Sprint employees also act as change-agents and are committed to personally making a difference. They do this through our employee volunteer program, our annual giving campaign for United Way and Feeding America, and in countless other ways. Sprint is fortunate to have employees who give selflessly and generously. Together, we’re changing the world for the better.
2014 education highlights
Sprint joined other tech and communications leaders in support of
the White House ConnectED initiative, a public and private effort to
get technology into classrooms. Starting Sept. 1, 2014, Sprint began a
four-year commitment to provide wireless broadband to 50,000
low-income K-12 students across the U.S.
Our Local Giving Program, funded through Sprint Project Connect,
provided $200,000 to 12 nonprofit organizations. This directly
impacted more than 28,000 K-12 students. The Sprint Local Giving
Program awards grants to nonprofit organizations in Atlanta, Dallas/
Fort Worth, Denver and New York.
Through a $100,000 Sprint Project Connect grant, Sprint provided
65 Dell laptops and Internet connectivity to Kennedy High School
in Oakland, California. It’s the technology solutions students and
teachers need to access more educational resources and achieve
For three years in a row, Sprint has served as the national sponsor of
the Green Education Foundation’s (GEF) National Green Week. Nearly
11,000 schools and 5.5 million students participated in National Green
Week from around the world. Participating students reported a much
higher level of sustainability understanding. Their understanding
improved from less than 20 percent to more than 60 percent.
Sprint supports BetterWorld Wireless as their network service provider. We contribute certified pre-owned smartphones and assist with device recycling. For each new customer who joins BetterWorld Wireless, the company donates a free mobile device to community partners such as Black Girls Code and Worldreader. Black Girls Code empowers girls of color to become builders of technological innovation. Worldreader eradicates illiteracy by delivering a library of e-books to youth in low-income countries.
opportunities through technology
Education is a powerful thing. Coupling it with technology
can transform learning, energize communities and inspire
the kind of thinking you don’t see every day. That’s why
Sprint supports fresh, innovative programs that help
schools and nonprofit organizations.
Distracted driving remains a big issue. It’s important
we continue to raise awareness. During 2014, Sprint
encouraged employees and customers to sign the Don’t
Drive Distracted pledge at sprint.com/drive. And we offered
a free app to help them keep that promise - the Drive First
mobile app. It sends calls to voicemail and silences email
and text alerts when a vehicle reaches 10 mph.
To spread the word to teens, Sprint continued its support of the DoSomething.org Thumb Wars campaign. The campaign creates a movement for social change by using thumb socks as a visual reminder to help stop teens from texting while driving. Sharing little socks for your thumbs with family and friends is a fun and easy way to start the conversation. More than 80,000 pairs of thumb socks were mailed to teens during the 2014 Thumb Wars campaign. And more than 297,000 teens (a 7 percent increase from 2013) participated in the text-based component of the campaign to spread the word and help tackle the issue.
help when disasters strike
Sprint joins other corporations as a member of the
Red Cross Annual Disaster Giving Program, providing
a yearly gift to the Red Cross. This helps the Red
Cross work fast when disaster strikes. The Sprint
Foundation also matches employee donations to
the Red Cross.
Sprint also created the Sprint Emergency Response Team (ERT) in 2002. Following a disaster, the ERT helps restore wireless voice, data and IP service, and provides wireless devices to emergency response agencies, public safety officials and medical personnel. Since its creation, Sprint ERT has made more than 6,100 deployments and provided emergency wireless support for over 2,500 events.
We are so proud of our ERT. They are a group of dedicated, passionate employees that work day and night to provide critical communications to communities before, during and after a crisis; enabling the community to keep their citizens safe and in some cases re-build. For example, in July 2014, the ERT provided communications services during the Washington state Carlton Complex fires. Lightning from a weather system created four fires that eventually grew into one larger fire, consuming 300 homes. Our ERT was quickly deployed to the disaster site and provided critical satellite data and wireless service to more than 2,000 responding teams, including fire fighters.