The COVID-19 pandemic required all of us to change and adapt to an unprecedented situation. This was not easy in itself, and at the same time, we found ourselves in a situation where we had to be innovative and find sustainable solutions to complex issues in a very short time.
From the perspective of Hrvatski Telekom, we faced two key challenges, and considering the scale and speed of changes, we did an excellent job. The first challenge was to completely reorganize our operations and ensure the safety and well-being of all our employees. Thus, in just a few days, we modified over 100 internal procedures and introduced a new operational model that allowed more than 4,000 of our employees to work from home in a way that enabled them to balance their private and business obligations. Our employees recognized our efforts, which was reflected in their satisfaction, which at 82 percent is at the highest level in the history of Hrvatski Telekom.
The second challenge was to ensure the connectivity of all our users, which was crucial for the continuation of their business and overall functioning. In doing so, the quality of service had to be at a high level to which they were accustomed, and our success in this is evidenced by a 30 percent increase in customer satisfaction.
The situation with the coronavirus clearly demonstrated how important the ICT industry and investments in infrastructure, digitalization, and optics are for the daily functioning of society as a whole, as the fact is that without them our lives would come to a complete standstill. Despite a massive increase in data traffic of 90 percent in the fixed segment and 35 percent in the mobile segment, our networks remained stable, and this is the result of the highest quality and continuous investments in network modernization. In fact, in the last five years alone, HT has invested over 8.5 billion kuna in infrastructure, which daily enables private users, companies, and society as a whole to stay connected, and we are very proud of that.
