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Sustainability indicators: targets and results for Customers in TIM S.p.A.

05/04/2017 - 10:00 AM

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Mobile Customers
Indicator Unit of measurement
Target 2015
Final results 2015
Target Status 2015 [*]
Target 2016 (1)
Target 2017
Activation time for voice service (pre-paid service) – Percentage of valid orders completed within the maximum period laid down in the contract % 97 100 A 97 97
Activation time for voice service (post-paid service) – Percentage of valid orders completed within the maximum period laid down in the contract % 97 100 A 97 97
Disputed charges – Ratio between the number of disputed charges in invoices received within the survey period and the number of invoices issued in the same period  (post-paid service) % 1.2 0.37 A 1.2 1.2
Disputed charges – Ratio between the number of disputed charges on pre-paid cards within the survey period and the average number of active SIM/USIM in the same period (pre-paid service) % 1.2 0.30 A 1.2 1.2
   
Internet Customers
Indicator
Unit of measurement Target 2015 Final results 2015 Target Status 2015 [*] Target 2016 (1)

 

Target 2017

Activation time for broadband Internet access services – Percentage of valid orders completed within the date agreed with the customer (active telephone lines) % 95.0 97.6 A 95.0 95
Activation time for broadband Internet access services –  Average time of supply (active telephone lines) days 9 6
A 9 9
Activation time for broadband Internet access services – Percentage of valid orders completed within the date agreed with the customer (telephone lines transferred from another operator on which a broadband Internet access service was already in operation) (**)
% // // // // 95
Activation time for broadband Internet access services - Average supply time (telephone lines transferred from another operator on which a broadband Internet access service was already in operation) (**) days // // // // 15
Broadband Internet access service faults - Ratio between the number of actual faults reported and the average number of broadband access lines (**)
% // // // // 12
Broadband Internet access service faults  – Average repair time hours 26 18 A 26 26
Broadband Internet access service faults – Percentage of completed repairs within the maximum period laid down in the contract (**)
% // // // // 92
Disputed charges – Ratio between the number of disputed charges in invoices regarding all Internet access services (received during the survey period) and the total number of invoices issued in the same period % 1.40 0.42 A 1.40 1.4
   
IPTV customers
Indicator
Unit of measurement Target 2015 Final results 2015 Target Status 2015 [*] Target 2016 (1) Target 2017
Disputed charges – Ratio between the number of disputed charges in invoices regarding the IPTV service (received during the survey period) and the total number of invoices containing charges regarding this service (issued during the same survey period) % 1.0 0.45 A No more
revable
service
No more
revable
service
Availability of IPTV service – Average unavailability of the service hours/year 36 3 A No more
revable
service
No more
revable
service

[*] Target Status: A = achieved; NA = not achieved

(**) data available from 2017

(1) The actual figures of the above mentioned objectives for 2016 will be available in July 2017 on the websites stated in note 2.

(2) The full list of mobile service quality indicators, and the respective objectives for 2016, are available at tim.it. The full list of quality indicators for fixed network and IPTV Internet access services, and the respective objectives for 2016, are available at telecomitalia.it