The nature of the telecommunications market is increasingly marked by great competitiveness and digitalisation which, together with simplification and compliance with customer expectations in terms of content and services, are key elements of the competitive arena. An excellent customer experience is the guiding factor for increasing loyalty and the perceived value of the brand, and in attracting new customers.
In this area, TIM continues its transformation process focused on improving customer experience and strengthening the relationship with the brand. The “TIM around the Customer” project includes various initiatives based on transparency, simplicity and respect for the customer.
To drive this transformation TIM has developed an extensive listening system, which picks up on customer experience in the different “moments of truth” of the customer experience, for example: posting on social media, calling customer care, web browsing, purchasing a service, reporting a malfunction.
Of the surveys conducted, the monitoring of the Customer Satisfaction Index (CSI), based on the ACSI standard (American Customer Satisfaction Index), is particularly significant. The aim is to collect information on the quality perceived by TIM customers and the main competitors. Monitoring the CSI has earned certification of conformity with the UNI 11098:2003 standard and has been included in MBO and collective incentive system.
The CSI consumer result in 2021 is 74.26, an improvement compared to the 2020 levels (73,81), exceeding the target of 74.24 thanks to the actions which had a positive impact on customer experience. In previous years, the trend was 73.81 in 2020 and 71.78 in 2019. TIM’s ever-greater focus on “continuous improvement” of processes and the customer experience can also be seen through the Net Promoter Score (NPS) of customers who speak with the telephone assistance service, which have been confirmed to be extremely positive (NPS above 10).