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

04/08/2019 - 04:30 PM

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Mobile Customers
Indicator (1) Unit of measurement
2017 Target
2017 Final results
2017 Target Status[*]
2018 Target (2)
2019 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 % 97 100 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 0.39 A 1.2 1.2
   
Internet Customers
Indicator (1)
Unit of measurement 2017 Target   2017 Final results 2017 Target Status  [*]
2018 Target (2)

 

2019 Target

Activation time for broadband Internet access services – Percentage of valid orders completed within the date agreed with the customer (active telephone lines) % 95 97.7 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 98.8 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 6.5 A 12 12
Broadband Internet access service faults  – Average repair time hours 26 17 A 26 26
Broadband Internet access service faults – Percentage of completed repairs within the maximum period laid down in the contract
% 92 95.6 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 0.4 A 1.4 1.4

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

(1) The full list of quality indicators, and the respective objectives for them, is available at tim.it and timbusiness.it. The above objectives are established by AGCom, with resolution no. 154/12/CONS for “mobile” services and resolutions No. 131/06/CSP, 244/08/CSP, 400/10/CONS and 151/12/CONS for fixed internet access services

(2) The actual figures of the above mentioned objectives for 2018 will be available in July 2019 on the websites stated in note 1.