Net Promoter Score (NPS)
Since 2018, this shows us whether our products and services meet or exceed our customers' expectations and whether or not they recommend us.
on the NPS 2018
Responsibility by Design
We want responsibility to be a key design factor that addresses innovation, incorporating matters related to reputation, sustainability, human rights, eco-design, privacy and data ethics from the outset.
Responsibility by Design means considering how we can use technology to achieve more sustainable products, from the initial idea to its delivery to the end customer.
The Responsibility by Design approach seeks to ‘ground’ these solutions and integrate them into our daily activity
- Highlighting the potential positive impact of our products and services with regard to these challenges.
- Minimising risks and anticipating regulation in the area of sustainability.
- Meeting the needs of our customers, who increasingly are looking not only to acquire just a product or service, but also to interact with more aware and committed companies.
To generate this trust, we have defined a four-pillar strategy as our commitment to the customer.
Transparency and access to give our customers control of their data
Reliability and security of networks and systems, to be able to guarantee privacy
Ethical use of AI to promote people-centred digitalisation
Protecting the most vulnerable collectives
Digital Confidence starts with Design
We have tools and capabilities for the entire cycle of potential incidents:
Anticipation, before it can affect us.
Prevention, ensuring the protection of both facilities and assets, as well as customer data and identity.
Detection, through twelve security operation centres.
Response through a network of 15 Incident Response Centres (CSIRT):
- Three high-impact incidents resolved.
Telefónica's cyber-security unit is called ElevenPaths. We make security more human and give people the trust and peace of mind they need.
In 2019, ElevenPaths achieved turnover of 495 million euros
- Training through ethical course and AI
- Simple self-assessment of Products & Services by online questionnaire
If any queries arise, they ask the experts at level 2
Queries answered by designated experts in the different areas
Critical cases are moved up to level 3
Submitting complex cases with an impact on reputation to the Responsible Business Office
Responsible Business Office
Our due diligence
In line with our Global Human Rights Policy, we have a human rights due diligence process in place to identify, prevent, mitigate and remedy (potential and actual) human rights impacts.
During 2019 we wanted to take a step forward in children's rights. For this reason and based on the Rights of the Child and Business Principles developed by UNICEF (in collaboration with the Global Compact and Save the Children), we have used the MO-CRIA (UNICEF Mobile Operator Child Rights Self-Impact Assessment Tool) to assess the impact of our business on aspects such as access to inappropriate information.
Key human rights indicators*
Number of employees trained in human rights through the Responsible Business Principles course since its launch
% operations subject to a human rights impact assessment of 2013
Number of on-site human rights audits of suppliers / labour issues, child/forced labour, health and safety, privacy and security)
Number of queries/complaints received on human rights through the Responsible Business Channel**
- First in the Digital Rights Ranking
- Independent evaluation Global Network Initiative
Investors/analysts assess it very positively
* With respect to the number of significant investment agreements signed with clauses on human rights: there have been no significant investment agreements signed by Telefónica S.A. at a corporate level during the reporting level. Significant investment agreements are understood to be those that have given it a position of control of another entity and have started up a material project to invest capital for the financial accounts.
** The well-founded complaints filed on the internal complaints channel regarding human rights issues such as privacy, mobbing and discrimination are covered in the chapter on Ethics and Compliance (complaint and remedy mechanisms: consultation and complaint channels).