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CONSUMER CUSTOMERS AND BUSINESS COSTUMERS 

ENGAGEMENT METHODS

Wide system for listening to customers and identifying customer experience in various "true moments" of the customer journey[1], such as the CSI (The chain of value/Customer satisfaction)[2]

[1] The customer journey is the set of experiences that a customer has when interacting with a company for a specific need, from the first contact with the company, through a specific channel, until, going through one or more touch points provided by the company itself or by other consumers, the expected result is achieved or not.

[2] Customer satisfaction

[2] Customer Satisfaction Index
 

THEMES 

  • Quality of service, respect for customers, care for the relationship, capacity for innovation
ACTIONS/COMMITMENTS
  • Transformation process “TIM around the Customer” which involves all employees in a number of initiatives to enhance customer experience and strengthen the relation with the brand.
  • Interactive communication channels with customers (My TIM App and Website and social network) for a more reactive response to their needs and to keep them involved.

 

ENGAGEMENT METHODS

Brazil. Three types of customer satisfaction surveys, conducted on a national basis through interviews: on line with consumer customers, over the phone with business mobile customers, “Call center Satisfaction Survey”, and mobile customers “Call Center Transactional Survey” (The chain of value/Customer satisfaction)

THEMES 

  • Customer satisfaction, quality of service 
ACTIONS/COMMITMENTS
  • investments for the evolution of digital environment and channel “My TIM App” to enhance the services offered and customer experience. 

 

CONSUMER ASSOCIATIONS

ENGAGEMENT METHODS

Collaboration with consumer associations (“joint conciliation”) and with the CoReCom for the settlement of disputes with customers. (The chain of value/Customers/Conciliation procedures)

THEMES

  • Customer satisfaction, quality of service 

ENGAGEMENT METHODS

In December 2019 a new collaboration agreement with some Consumer Associations were pre-announced (signed in February 2020), to strengthen the dialog on more delicate themes. (The chain of value/Customers/Conciliation procedures)

THEMES

  • Customer satisfaction, quality of service
  • development of 5G infrastructures
  • impacts of electromagnetic emissions

ENGAGEMENT METHODS

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 (Board of Users) for the reduction of complaints in court.

THEMES

  • Customer satisfaction, quality of service