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% |
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