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

05/17/2016 - 04:45 PM

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consult the interactive kpis

Mobile Customers
Indicator Unit of measurement
2014 Target
2014 Final results
2014 Target Status [*]
2015 Target (1)
2016 Target
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 99.9 A 97 97
Residential customer assistance services  – Average response time of the operator to incoming calls seconds 35 27 A [**] [**]
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 0.31 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 0.25 A 1.2 1.2
   
Internet Customers
Indicator
Unit of measurement 2014 Target 2014 Final results

2014

Target Status [*]

2015 Target (1)

 

2016

Target

Activation time for broadband Internet access services – Percentage of valid orders completed within the date agreed with the customer (active telephone lines) % 95 96.6 A 95 95
Activation time for broadband Internet access services –  Average time of supply (active telephone lines) days 9 7 A 9 15
Broadband Internet access service faults  – Average repair time hours 26 17 A 26 26
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 % 1.0 0.45 A 1.4 1.4
   
IPTV customers
Indicator
Unit of measurement 2014 Target 2014 Final results

2014

Target Status [*]

2015 Target (1) 2016 Target
Customer assistance response time – Average time of operator response to incoming calls seconds
70 85 NA [**] [**]
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 0.66 A 1.0 //
Availability of IPTV service – Average unavailability of the service hours/year 36 6.3 A 36 //

[*] Target Status: A = achieved; NA = not achieved
[**] AGCom resolution no. 79/09/CSP, which establishes targets for call centres, is currently being updated.
(1) The actual figures of the above mentioned targets for 2015 will be available in July 2016 on the websites in note (2)
(2) The full list of mobile service quality indicators, and the respective objectives for 2015, are available at tim.it. The full list of quality indicators for fixed network and IPTV Internet access services, and the respective objectives for 2015, are available at telecomitalia.it