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For our customers

At Telefónica we know that connectivity is a key factor in consumers' digital experience. This is why we aim to provide the best digital solutions, so that they can get more out of it.

The growing importance of the cloud as a centre of operations and connections between terminals and services has presented a great opportunity for our Company. It enables us to provide omnipresent connectivity, and also ICT and video service packages. Our objectives in this context are: 

  • To be a trusted partner for our customers in this new digital era, for both individuals and companies.
  • To generate a sustainable growth in revenue for Telefónica in the short, medium and long term. To this end, we are promoting initiatives in five key areas for Telefónica:
    • Residential consumers: connectivity and new digital services.
    • Video services.
    • Communication services and new digital services for businesses: corporations, SMEs, multinationals and public administrations.
    • New Communication and Innovation Services. Our commitment to innovation is aimed at positioning our Company and our customers at the forefront of the next generation of communication and digital services.
    • We aim to get to know our customers better so that we can provide them with a service which is increasingly customised and differentiated.

Residential consumers
Our approach

Priorities for the global Company

Customer base

In 2014, the total number of accesses rose by 6% to 341 million. This increase was made possible as a result of the incorporation of the company E-Plus into Telefónica Deutschland, and the solid growth which Telefónica achieved in Latin America and the UK. Excluding E-Plus from 2014 results, and Telefónica Czech Republic and Telefónica Ireland from 2013 results, then organic growth would sit at 2%.

Telefónica is reaping the benefit from the business effort that it has focused on high value customers. This is reflected in the activity recorded in the last quarter of 2014, in which we achieved sustained growth in smartphone contracts connected to television services, as well as an increase in new fibre and Pay TV contracts.

The churn (the total rate of customers who have terminated their contracts) amounts to 2.9 %, which remained practically without change in its year-on-year comparison, since it barely increased by 0.1 p.p.

By business line:

Mobiles Retail Broadband​ Fibre Pay TV

274.5 million.

17.7 million accesses.​

1.8 million accesses.​

5.1 million accesses.​

8% more than in 2013. 1% organic year-on-year growth. 2.1 times more than in 2013. 48% more than in 2013.
Smartphones: 90.4 million. 138,000 net new accesses in 2014.   1.6 million accesses (net annual profit). 
39% more than in 2013.     6 times more new net accesses than in 2013.
35% penetration (up 8 p.p. on last year).