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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.

Customer experience
Objectives Indicator (KPI) Target Baseline 2021
Increase Customer Satisfaction
  • Customer Satisfaction
  • +4% by 2022
2018
  • +1.9%
Develop the service model by assigning a dedicated consultant to customers
  • Number of dedicated consultants
  • 9,500 by 2022
2018
  • 7,941
Promote knowledge and skills development within the sales network
  • Hours of training provided to the sales network
  • 6.5 million by 2022
2018
  • 6 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
  • 7,941
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
  • Expanded online operations for certificates and books, launched the remote offer for postal savings and life insurance policies and mutual funds