| TELECOM ITALIA S.p.A. - MOBILE CUSTOMERS |
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| Indicator (*) | Measurement Unit |
2010 Target |
2010 Results |
2010 Target Status (****) |
2011 Target (***) |
2012 Objective |
| Activation time for voice service – Pre-paid Service – Percentage of valid orders completed within the maximum period laid down in the contract | % | 97 | 99.8 | 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 |
| Customer assistance services – Average response time of the operator to incoming calls | seconds | 40 | 20 | A | 35 | 35 |
| 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) | % | 1.6 | 0.3 | A | 1.4 | 1.3 |
| 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) | % | 1.3 | 0.2 | A | 1.2 | 1.2 |
| TELECOM ITALIA S.p.A. - INTERNET CUSTOMERS |
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| Indicator (**) | Measurement Unit |
2010 Target |
2010 Results |
2010 Target Status (*) |
2011 Target (***) |
2012 Objective |
| Activation time for broadband Internet access services – Average time of supply (active telephone lines) | days | 10 | 5 | A | 9 | 9 |
| Broadband internet access service faults – Average repair time | hours | 32 | 17 | A | 30 | 27 |
| Customer assistance response time – Average time of operator response to incoming calls | seconds | 78 | 64 | A | 70 | (-) |
| 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 | % | 1.4 | 0.4 | A | 1.2 | 1.2 |
| Activation time for services of broadband access – Average time of supply (active telephone lines) |
% | 92 | 99.9 | A | 94 | 94 |
| TELECOM ITALIA S.p.A. - IPTV CUSTOMERS |
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| Indicator (**) | Measurement Unit |
2010 Target |
2010 Results |
2010 Target Status (*) |
2011 Target (***) |
2012 Objective |
| Customer assistance response time – Average time of operator response to incoming calls | seconds |
80 | 58 | A | 70 | 70 |
| 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) | % | 1.4 | 0.5 | A | 1.2 | 1.2 |
| Availability of IPTV service – Average unavailability of the service | hours/year | 40 | 8 | A | 36 | 36 |
| Activation time of the IPTV service – percentage of valid orders completed within the date agreed with the customer | % | 78 | 77.6 | A | 78 | 78 |
(*) The full list of mobile service quality indicators, and the respective 2011 actual figures and objectives for 2012, are available at tim.it (**) The full list of quality indicators for fixed network and IPTV Internet access services, and the respective 2011 actual figures and objectives for 2012, are available at telecomitalia.it (***) The actual figures for 2011 will be published in July 2012 at tim.it and telecomitalia.it (****) Target Status: A = achieved; NA = not achieved (-) Objective not set for 2012 |
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