Customer experience

HIGHLIGHTS
Customer Centricity	82.2% of customers are engaged with the Group’s services	457 improvement measures identified in 2021, thanks to the CFM	37 million contacts managed in 2021 (+12% compared to 2020)	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.

Against the backdrop of the Covid-19 epidemic, Poste Italiane adopted a series of measures in 2021 aimed at protecting the health and safety of its employees and customers, in accordance with the regulations issued by the Italian government.

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.
 

* The percentage of customers whose data have been used for secondary purposes is equal to 1% of the total number of customers.