to download Telecom Italia Annual Report 2011 - Company Reporting

Type of customer care customer
Overall satisfaction(*)
2011 2010
187 consumer fixed telephony 8.32 7.39
119 consumer mobile telephony 8.56 8.33
191 business fixed telephony 7.06 6.72
191 business mobile telephony 7.13 6.47
(*) Average satisfaction on a scale of 1-10, where 1 means “not at all satisfied” and 10 means “completely satisfied”.
Customer satisfaction within the managerial incentives scheme
Among the targets set for all the managers included in Telecom Italia’s short term managerial incentives
scheme there are also those linked to customer satisfaction, in line with the business plan for the
period. The targets are measured on the basis of customer satisfaction indexes monitored by means of
periodic "reflective" surveys: the overall CSI for the Company and the specific customer satisfaction
indexes per customer type.
Additional targets are set for particularly critical processes and activities (commercial and technical
front-end) based on quality parameters measured by "reactive" surveys.
Customer satisfaction within collective incentives schemes
Also Telecom Italia’s collective incentives schemes include a target linked to customer satisfaction. In
particular, the performance-related pay award for employees not covered by an individual incentive
scheme, incorporates both the overall customer satisfaction target across the whole Company and
specific targets for the organisational structures responsible for different customer categories.
Report of Operations Sustainability Section 111