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

Targets and results for Customers in TIM spa

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Mobile Customers
Indicator (1)Unit of measurement2018 Target  2018 Final results2018 Target Status  [*]2019 Target (2)2020 Target
Activation time for voice service (pre-paid service) – Percentage of valid orders completed within the maximum period laid down in the contract%97100A9797
Activation time for voice service (post-paid service) – Percentage of valid orders completed within the maximum period laid down in the contract%97100A9797
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)%1.20.68A1.21.2
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)  %1.20.48A1.21.2
Internet Customers
Indicator (1)Unit of measurement2018 Target  2018 Final results2018 Target Status  [*]2019 Target (2)2020 Target
Activation time for broadband Internet access services – Percentage of valid orders completed within the date agreed with the customer (active telephone lines)%9598.5A9595
Activation time for broadband Internet access services –  Average time of supply (active telephone lines)days94A99
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)  %9599.2A9595
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)  days159A1515
Broadband Internet access service faults - Ratio between the number of actual faults reported and the average number of broadband access lines%127.1A1212
Broadband Internet access service faults  – Average repair timehours2620A2626
Broadband Internet access service faults – Percentage of completed repairs within the maximum period laid down in the contract%9295A9292
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%1.40.4A1.41.4
  • [*]

    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.