Your browser version is not updated, please update it.

Strategy

HIGHLIGHTS
Customer Centricity Transparency on
digital channels
Innovation
technology and
cyber security
Over 1,000 “mobile”
consultants to
provide services in
remote areas
Ensuring protection
of personal data
 
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 punctual monitoring of the quality delivered and perceived by customers, in both relational and transactional terms, is the tool the Company uses to optimise its operational activities, thereby ensuring the provision of products and services with high quality standards. The Group has reached the level of improvement of approximately 83% in customer experience results for 2019 (up 2%), compared with 2018.

Customer experience

Objectives Timing Indicator (KPI) Target Implementation status 2019
Improve average complaint handling time By 2020 Average complaint handling time  15 days

12 days

Deadline for achieving the objective has not yet expired

Increase customer satisfaction By 2022 Customer Satisfaction +4% compared to 2018

+1%

Deadline for achieving the objective has not yet expired

Develop the service model by assigning a dedicated consultant to customers By 2022 Number of dedicated consultants 13,000

8,350

Deadline for achieving the objective has not yet expired

Promote knowledge and skills development within the sales network By 2022 Hours of training provided to the sales network 6.5 million

1.4 million

Deadline for achieving the objective has not yet expired

Engage Poste Italiane customers and employees via web platforms By 2019 Number of customers and number of employees involved with web platforms for customer experience 30,000 customers and 6,000 employees involved in the Panel web platform “DilloaPosteItaliane”

20,000 customers and 18,000 employees

Objective achieved

Certify privacy protection in the Group's areas of business By 2022 Number of certified business areas 20%

5%

Deadline for achieving the objective has not yet expired

Improve and simplify the interaction between customer and Company By 2022 Number of calls handled automatically 15%

New

© Poste Italiane 2020 - VAT registration number: 01114601006

vai a inizio pagina