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

03/28/2018 - 10:00 AM

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Mobile Customers
Indicator (1) Unit of measurement
Target 2016
Final results 2016
Target Status 2016 [*]
Target 2017 (2)
Target 2018
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 0.36 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 0.34 A 1.2 1.2
   
Internet Customers
Indicator (1)
Unit of measurement Target 2016 Final results 2016 Target Status 2016 [*] Target 2017 (2)

 

Target 2018

Activation time for broadband Internet access services – Percentage of valid orders completed within the date agreed with the customer (active telephone lines) % 95 97.6 A 95 95
Activation time for broadband Internet access services –  Average time of supply (active telephone lines) days 9 4
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 97.7 A
95 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 10 A 15 15
Broadband Internet access service faults - Ratio between the number of actual faults reported and the average number of broadband access lines
% 12 6.9 A 12 12
Broadband Internet access service faults  – Average repair time hours 26 14 A 26 26
Broadband Internet access service faults – Percentage of completed repairs within the maximum period laid down in the contract
% 92 96.6 A 92
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 % 1.4 0.41 A 1.4 1.4

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

(1) The full list of service quality indicators is available on TIM website.

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