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Consultazione-EN-300x150
ACTIONS
Customer satisfaction is systematically measured at different points along the customer journey, in particular by monitoring the Customer Satisfaction Index (CSI).

In Brazil, TIM Participações also measures customer satisfaction through several communication channels (the website "Portas Abertas", "MyTIMApp”, FB, Twitter etc.) and carries out two types of nation-wide customer satisfaction surveys through interviews: the TIM and competitors’ consumer customer survey (the survey method changed in 2017) and the call centre survey. (See the following chapter in the Sustainability Report: Customers/Customer Satisfaction)

COMMITMENT. Quality and customer experience are the building blocks of TIM’s journey towards a digital future. The customer is at the heart of all processes to improve the quality of service and strengthen the relationship with the brand.

ACTIVITIES. Projects to improve the customer experience:  “Customer journey lab” and “Chi-ama TIM”; in 2017 TIM set up various projects both to improve the customer care service provided on social networks and to monitor its quality. TIM confirms its digital leadership, positioning itself in the rankings for the fourth quarter of 2017, the leading brand in Italy for customer services on Facebook (Socialbakers). TIM's social caring demand reached 899 thousand for mobile and 477 thousand for fixed services.

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ACTIONS
Collaboration with consumer protection associations ("joint conciliation") and CoReCom to resolve disputes with customers. (See the following chapter in the Sustainability Report: Community/Customers)

ACTIVITIES. 97% of the requests for equal conciliation discussed and 84.1% of the requests discussed at Co.Re.Com and the Chambers of Commerce were reconciled.

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ACTIONS
Use of web-based tools on social networks by customer care operators to talk to customers and share their knowledge. In 2017, the TIM social caring team managed 1,129K caring interactions on the Facebook page and 247K on Twitter.

ACTIVITIES
In 2017, TIM launched projects aimed at improving the service provided and monitoring quality, such as quality control of work processes, the re-engineering of the social tool platform, and training updates on communication aspects.(La catena del valore/Customers)

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ACTIONS
TIM actively participates in some pilots with different stakeholders to develop smart city and smart community solutions. The aim is to promote the "smart cities" model to improve quality of life by developing innovative digital services. (See the following chapter in the Sustainability Report: Community/Customers/Smart Services)

ACTIVITIES. URBeLOG (URBan Electronic LOGistics), National Pilot  eCall -  I_HeERO project, MOBiNET (European -wide platform for connected mobility), AUTOPILOT (AUTOmated driving Progressed by Internet of Things, IoT), Open Air LaB of Turin (TiLab).