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Stakeholder engagement

05/30/2019 - 10:00 AM

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In TIM we have grouped our stakeholders in 8 main categories:
- customers
- suppliers
- institutions
- competitors
- environment
- community
- human resources
- shareholders
Since we have very many stakeholders, very different among each other, we believe that the correct way to deal with them has to take into account the peculiar features of each one.
The tables below show, for each group of stakeholders, the main kinds of engagements we are involved in.

The column "information" refers to our uni-directional communications including training initiatives (company to stakeholder), the column "consultation" refers to when we ask our stakeholders' opinions through surveys or similar methods, the column "dialogue" refers to when we have stable and continuative discussion tables with stakeholder, the column "partnership" refers to projects we run together.

2017 multistakeholder consultation

At the end of 2017, we updated and analysed the external view of the relevance of material topics, consulting 50 authoritative stakeholder representatives of TIM through the Re2N (*) collaborative platform.
23 stakeholders responded, representing institutions, suppliers, customers, competitors, environment, communities, providing their vision of the most relevant topics for TIM’s strategy. On the same platform, during 2018, we intend to develop stakeholder engagement and collaboration initiatives with the dual objective of ensuring a more fluid and ongoing process of stakeholder involvement and dialogue, while at the same time establishing a system for the initiatives undertaken with them and providing real time data to update the materiality analysis with the results of discussions held on the platform.
 
(*)  Company that develops innovative tools for Sustainability and Shared Value

CUSTOMERS

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Consultazione-EN-300x150
INITIATIVES
Customer satisfaction is systematically measured in the various moments of the customer journey (purchase of a service, call to customer care, reporting of a fault, post on social media) in particular by monitoring the Customer Satisfaction Index (CSI). In 2018, TIM was the leader in Mobile Consumer and also improved the satisfaction of the fixed network customer.
In Brazil, TIM Participações measures customer satisfaction through three types of surveys, conducted on a national basis through interviews (on consumer customers, the “call centre Satisfaction Survey and the Call Centre Survey) (The value chain/Customers/Customer Satisfaction).

COMMITMENT. Quality and customer experience constitute the fundamental pillars of the path of TIM toward a future “digital”. The customer is at the centre of TIM and of all processes, to improve the quality of service and strengthening of the relationship with the brand.

ACTIVITIES.
TIM has initiated an extensive transformation process to improve the customer experience: “TIM around the Customer” which includes various activities and involves all employees in innovative ways. In 2018, TIM enhanced its Customer Relationship Management model, already oriented towards presence in new digital arenas, through the use of a new social platform for the integrated management of all contact points, also proposing new digital caring channels (Customers/Customer Satisfaction).

In Brazil, TIM Participações, through important investments in the evolution of the digital environment, improved the quality of customer relationship management services (in particular “MyTIMApp”).

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INITIATIVES
Collaboration with consumer associations (“joint conciliation”) and with the CoReCom for the settlement of disputes with customers. In December 2018, the agreement was signed by 22 consumer associations of which 19 registered in the National Consumer Consumers Council chaired by the Ministry of Economic Development.
In Brazil, TIM Participações participates in initiatives in collaboration with the agencies that constitute the Consumer Protection System (Forum for Conciliation, Consumidor.gov.br web platform) and has set up its own (Users’ Council) for the reduction of complaints in court. TIM participated in the National Forum of Users’ Councils and held the 3rd National Forum of TIM Users’ Councils from which it emerged that the company and its employees are completely committed to satisfying customers through any service channel (The value chain/Customers).

ACTIVITIES.
97% of the questions of joint conciliation discussed and 84.9% of questions discussed at the Co.Re.Com and Chambers of Commerce were settled.