Listening model aimed at identifying the priority actions to be implemented to pursue continuous improvement of the Customer Experience and the quality of the services offered
With the aim of pursuing continuous improvement of the customer experience and the quality of the service offered, the Group adopts a listening model aimed at identifying priority actions to be implemented. Specifically, Poste Italiane analyses verbatims, i.e. spontaneous customer responses on critical areas encountered during the customer journey with Poste Italiane products and services, obtained by means of periodic surveys in relation to the Group’s ESG objectives. These opinions are then translated into Net Promoter Score terms, which is a measure of customer satisfaction to the point of recommending products or services to others. Based on these assessments, the business units identify the critical issues on which to intervene and direct their improvement actions, which are communicated by each owner within the Company in order to be implemented.
The continuous listening model is guaranteed through the Customer Feedback Management (CFM) service, a company service activated for conducting surveys on the quality perceived by customers in relation to the Group’s products and services. This tool provides real-time survey results, exploiting a highly efficient semantic engine.