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Focus on Customers

07/12/2016 - 06:00 PM

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The Company’s innovative services to improve people’s quality of life

Telecom Italia: centralità del cliente

The aim of the Group is to ensure an immediate and effective response to customer requirements, modelling their conduct on business propriety, transparency in contractual relations and undertakings, courtesy and collaboration, ensuring customer focus and in full compliance with the principles established by company procedures. Cooperation with consumer associations, which includes entering into specific agreements with them, is also highly valued.

Material issues in this chapter:

  • network coverage
  • listening and transparency towards customers
  • innovation management
  • sensitive data management and protection
  • child protection

Relevant company policies: Service Charter and General Subscription Conditions, Self-regulation Code for mobile services and Code of Conduct for premium services, Guidelines for responsible marketing.

Effectiveness and monitoring:  the company uses some numerical KPIs in order to monitor the effectiveness of management processes and ensure the monitoring required by quality management systems and internal control structures. This chapter presents the ones related to Customer Satisfaction, broadband coverage, the number of conciliation requests received and resolved, the number of reports received. The KPIs for which the Company has set itself numerical targets are presented in an appendix to the report. In particular, targets are listed for service activation, complaints, support and maintenance, availability and broadband network coverage.

The relevant stakeholders are:

  • consumer customers, particularly customers with special needs (the disabled, the elderly, children, etc.);
  • business customers and local government offices;
  • consumer associations.

ensuring communication during emergencies

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TIM’s crisis management strategy unfolds across four stages, from preventing emergencies to reinstating normal business via crisis management planning and handling.