NPS Intelligence (beta)

In addition, we continued to use the so-called net promoter score (“NPS”) as key performance indicator to assess customer experience and advocacy across specific customer journeys, as well as overall customer perception of our services.

The performance indicators that are considered when determining the corporate objectives of the incentive plan are the main financial and operational indicators and ESG indicators: Net Promoter Score (Customer Loyalty Index), employee engagement and electricity from renewable sources, reassessed and validated annually, always in line with the objectives presented to shareholders…

…ificado como Uso Interno 7 TIM S.A. – Investor Relations Results Presentation Best Service: Providing excellent service and meeting our customers' needs to establish ourselves as the preferred Telco REVAMPED SERVICE APP IS HELPING TO … (1) Measured in a 30-days period in September 2025; (2) NPS driven by digital service .

…er remuneration and reinvestment in the business MEU TIM App: improving the customer experience o 17.7 million monthly unique users (33.4% penetration of unique users in the app) o 96.4% of customers have their needs resolved in the first contact (only 1.9% require human contact) o 53% share in e-commerce and 15% YoY increase in recharge revenue o NPS (digital service): 4.9 p.p.

We have distributed 120,000 movie tickets and 20,000 Uber Rides gift cards. The program NPS is over 80 points and reflects strong customer satisfaction. In parallel, we are accelerating base monetization with mobile ads.

Churn: 3% (FY2025) — “a low churn rate of 3.0% ("churn", the rate at which customers disconnect or stop using a company's service over a given period)”

Churn (postpaid monthly): 0.8% (Q3 2025) — “Postpaid monthly churn remains low at 0.8%, reflecting efficient customer base management.”