|
|
||||
|---|---|---|---|---|
| 83% of customers are satisfied with the Group’s services | ISO 27701 obtained for the data protection management system | - 57% IT security breaches/cybersecurity incidents | - 90% of customers involved in IT security breaches | |
A core element of the Group’s strategy is a total commitment to constantly improving the quality of the products and services it provides to its customers.
The Group adopts a listening model aimed at identifying priority actions to be implemented. Specifically, Poste Italiane analyses verbatims (spontaneous customer responses on critical areas encountered during the customer journey with Poste Italiane products and services) obtained on the basis of periodic surveys in relation to the Group's ESG objectives. The continuous listening model is ensured by the Customer Feedback Management (CFM) service, a corporate service activated for the provision of surveys on the quality perceived by customers with respect to the Group's products and services.
PostePay SpA is among the award-winning companies in the first edition of Italy's Best Customer Service 2022-2023. The award aims to identify the brands with the best customer service and the companies that have distinguished themselves for high quality customer service in Italy.
The impact of digital transformation is relevant in many industries, particularly in the postal sector. Poste Italiane is therefore called upon to recognise these changes and to take action to provide customers with new tools to meet their needs. The Company aims to implement all booking system in the Post Office so that each appointment can be planned exactly, considering that the percentage of customers planning an appointment, currently around 10%, is set to increase in the short term. Crucial in this respect is the added value resulting from the omnichannel experience.
Moreover, in light of the global scenario in which technology has taken on a decisive role for business development and continuity, Poste Italiane considers it necessary to adopt effective security systems to protect the company's information assets and safeguard customers' personal data. Through its information security systems, the Group ensures the proper functioning and delivery of its services and guarantees the confidentiality of data* and information, preventing access to unauthorized parties and implementing corrective actions in case of violation of the information assets of the Group.
In 2022, Poste Italiane registered a decrease of 57% in IT security breaches and cybersecurity incidents compared to 2021.
Moreover, in 2022, Poste Italiane achieved ISO 27701:2019 certification for its data protection management system.
* The percentage of customers whose data have been used for secondary purposes is equal to 1% of the total number of customers.
| Objectives | Indicator (KPI) | Target | Baseline | Implementation Status 2022 |
|---|---|---|---|---|
| Increase Customer Satisfaction | • Customer Satisfaction | • +4% by 2022 | 2018 | • +6% versus 2018 • +4% versus 2021 |
| Promote knowledge and skills development within the sales network |
• Hours of training provided to the sales network | • 6.5 million by 2022 | 2018 | • 8.5 million |
| Evolution of the Service Model through the specialisation of Financial Advisors based on the clientèle target into Personal, Dynamic and Premium |
Number of specialised advisors | • > 10,000 by 2024 | 2020 | • 8,372 |
| Evolution of the Omnichannel Service Model through further development of the digital channel and self-service offer for the subscriptions of interest bearing postal certificates (BFP), Class I, Multi-class, Funds and GP Moneyfarm |
• Number of subscriptions through Digital channel | • > 5% by 2024 | 2020 | • 7.2% incidence of digital gross inflows on total gross inflows by volume • 18% of transactions via the digital channel related to subscriptions of postal savings certificates and investment products |
| Evolution of the Omnichannel Service Model through further development of the digital channel and self-service offer for the subscriptions of interest bearing postal certificates (BFP), Class I, Multi-class, Funds and GP Moneyfarm |
• % of total volumes • % of total volumes |
• 8.0% by 2023 • 8.5% by 2024 |
2022 | NEW |
| Evolution of the Omnichannel Service Model through further development of the digital channel and self-service offer for the subscriptions of interest bearing postal certificates (BFP), Class I, Multi-class, Funds and GP Moneyfarm |
• % number of collection transactions finalised on the digital channel • % number of collection transactions finalised on the digital channel |
• 19% by 2023 • 20% by 2024 |
2022 | NEW |
| Dematerialisation of documents to reduce the use of paper at the Post Office, through the elimination of the customer copy for loan origination and customer record changes |
• % number of transactions since solution release | • 30% by 2023 | 2022 | NEW |
| Promote knowledge and skills development within the sales network | • hours per capita for employees working in the sales network | • 90 by 2024 | 2022 | NEW |
