Telefónica, a global telecommunications giant, has updated its Customer Promise with a fresh set of principles designed to put customers at the heart of everything they do. The revised guidelines, published in January 2026, aim to build lasting relationships based on trust, respect, and gratitude.
The Foundation: Respect and Gratitude
Telefónica's customer relations are built on two universal values:
- Respect: Listening carefully, acknowledging concerns, treating customers with dignity, and valuing their time.
- Gratitude: Recognizing that customers freely choose Telefónica among many alternatives, and showing appreciation for their business.
When these values are practiced genuinely, they create a solid foundation for trust and loyalty.
Principle 1: We understand you and care about you
This principle is based on active listening. Telefónica commits to:
- Personalized attention that recognizes each customer's uniqueness.
- Proactive solutions that anticipate needs and detect problems early.
- Guaranteed quality in products and services.
- Continuous improvement driven by customer feedback.
The goal is to shape the customer experience by the voice of the customer, not by unilateral company decisions.
Principle 2: We give you what you expect
Meeting customer expectations is the starting point for exceeding them. Telefónica focuses on:
- Cutting-edge technology and network evolution.
- Network reliability and security.
- Service availability with quick incident resolution.
- Inclusivity for all people and businesses.
- Environmental respect through sustainable solutions.
Excellence in customer experience means offering solid, reliable, and inclusive technology.
Principle 3: We make it easy for you
Simplicity and agility are key to positive experiences. Telefónica commits to:
- Intuitive products and services accessible to all.
- Multiple service channels for anytime, anywhere support.
- Efficient internal processes that solve problems quickly.
- Clear, honest communication about any changes.
Removing barriers and ensuring frictionless interactions differentiates Telefónica from competitors.
Principle 4: We look after you and protect you
Security, privacy, and well-being are top priorities. Telefónica guarantees:
- Control over personal data with ethical management.
- Ethical technology development ensuring privacy and security.
- Tools and knowledge for safe technology use.
In a digital world, customer trust depends on how well the company protects their information and services.
Building Lasting Trust
Telefónica's updated Customer Promise reflects its ambition to place the customer at the center of its strategy. By aligning with international frameworks and its own ethical codes, the company aims to be seen not just as a service provider, but as a partner that listens, anticipates, simplifies, and protects.
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