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Customer Orientation

Our commitment to quality, security, innovation and honesty is, according to Telefónica's Business Principles, the basis of our relationship with our customers. Our vision to become an "Onlife Telco" means that they are at the centre of everything we do. Our aim is to become their best ally in their digital life.

Their satisfaction is the best proof that we are making progress. To measure it, we use the CSI (Customer Satisfaction Index), an indicator which is reported periodically to the Board of Directors.


15% of the remuneration variable of Telefónica's professionals is directly linked to the degree of customer satisfaction


The satisfaction of our customers is the highest in history: 7.64 on a scale from 1 to 10


We want to convert the NPS (Net Promoter) into a reference indicator so that customers are not only very satisfied but they recommend us


The Fundamentals: "excellent connectivity" with the best network

Connectivity, the oxygen of today's digital life, is in Telefónica's DNA. In order "not to fail" customers, we will continue to improve the following aspects: ubiquity, traffic management speed and capacity, availability, maintenance, continuity and flexibility. How will we do this? Through excellent infrastructure management and investment in network expansion and improvement.


Simplify: an "Integrated service"

Another of our fundamental proposals is to provide a simple, integrated and unified service which reaches customers "with a single voice", so that it is easily understandable and attractive.

We want to be relevant for our customers. We strive to not fail them, to give them maximum flexibility and proactivity, and to win their hearts, their trust


What sets us apart: "experience and customer values"

The digitalization of our processes and systems and artificial intelligence are allowing us improve the experience of customers in everything -how we launch our products, how we sell and bill, and we resolve requests and problems or even how we finalize the service. In addition, and to make their lives easier, we give them the option -with Novum and Aura- of doing a multitude of processes themselves through their mobiles.

Another one of our priorities is to promote digital trust. Customers have to recover their digital sovereignty, own their fingerprint and consciously decide what use they want their data to be made of. Telefónica will always guarantee your privacy and do so with security and transparency.



In fact, we are going to go a step further, putting the defense of the interests of the client at the center of our public policy, which revolves around three axes: digital trust, open Internet and digital access.

Responsible Business Channel

Ask us any aspect related to sustainability of Telefónica in our Responsible Business Channel.


The Board of Directors Service Quality and Commercial Service Committee meets five times a year to review, among other subjects, the evolution of our customer’s satisfaction, and the main initiatives to improve it.


To make the most of the Internet and technology, it is important for all of us to encourage a smart and responsible use.
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