Clipping of news on Brazilian Culture, Law and Citizenship
22/04/2013
This article was translated by an automatic translation system, and was therefore not reviewed by people.
BRASILIA - The National Telecommunications Agency (Anatel) announced on Friday the first results of the "National Survey of Measurement of Degree of Satisfaction of Brazilian society with respect to telecommunications services." The survey showed that, of the total fixed line residential, 40.7% consider the regular service, 11% are dissatisfied and 1.8% are dissatisfied. Other 43.5% are satisfied with the service and 2.9% completely satisfied. The data released today are for fixed telephony and public (public telephones). The results will be presented on mobile in Recife on Oct. 23, and the data cable TV, in São Paulo, on the 25th.
Between wireline customers not residential or commercial, 52.5% and 3.1% are satisfied completely satisfied. On the other hand, 38.8% consider the regular service, 5.3% and 0.4% are dissatisfied are totally dissatisfied.
The service, in the opinion of the user with the biggest problems was the public telephone. About 45% are dissatisfied and 5.2% are totally dissatisfied with the service of public telephones in the country, while 48.7% considered regular. Only 1.1% considered the service satisfactory.
The Superintendent of Public Anatel, Roberto Pinto Martins argues that companies improve their performance. He said that 41% of customers consider the regular service, but 13% of the approximately 43 million phone users in the country are dissatisfied. For him, the service is a major problem, both found in the search, as in the call center of Anatel.
- We must work to reduce this número.Temos four million people dissatisfied - said the superintendent, but we think the service is not a "disaster."
Roberto Pinto Martins said were evaluated various levels of awareness among consumers about the services of fixed telephony, mobile and pay TV, broadband and associated with these services.
To evaluate the broadband service, the search company primarily assessed access speed, stability of connection and prices. According to the survey, approximately one in four broadband customers are not satisfied. Of residential broadband users by undertakings wireline 14% are dissatisfied and 7.9% totally dissatisfied. On the other hand, 25.9% consider the regular and 32.5% satisfied and 19.7% are fully satisfied.
As for the broadband service provided by telephone companies on their fixed networks ADSL (for cables), more limited, 11.1% and 5.7% are dissatisfied totally dissatisfied, while 24.2% consider the median or regular. The approval of the service reaches 59%, with 36.3% satisfied and 22.7% completely satisfied.
On the care of the companies were asked users from the service in stores in telephone exchanges and also the speed in solving problems. In public telephony, for example, the survey asked consumers if they are easily 20 credit cards.
For experts, the key issues are not addressed by the research
In evaluationM Luiz Fernando Moncau, expert in consumer law, most consumers have no knowledge of the technical attributes of the service or basis for comparison that allows a proper evaluation:
- Especially in the case of broadband, if we compare the speed and price with the services offered in other countries we would see that Brazil is not well placed.
Still in evaluating Moncau, who was a consultant to the Ministry of Justice telecom last year, the survey leaves out issues that are of fundamental importance to the consumer:
- Questions about freedom of choice and competition, which are serious issues for the consumer, are not covered by the survey.
Been yet created a "General Index of Satisfaction" service, such as inflation rates, which help indicate how is the performance of the activity. In the case of residential wireline he stayed at 58.9%. In this service, the company that had the highest index was GVT (67.1%), followed by Sercomtel (66.3%); Embratel (62.5%); CTBC (62.4%), Hi (58, 6%) and lastly the Telefonica (55.4%).
The "General Satisfaction Index" of fixed non-residential or commercial was 62.8%. The first was also placed Sercomtel (65.8%); GVT (65.1%); Embratel (64.7%); CTBC (64.1%); Telephone (59.1%) and Hi (59% .)
The index of public telephones was lower than 36.8%. The Sercomtel (49.5%); CTBC (47%), Hi (36.1%), Telefonica (36%) and Embratel (36.8%).
In the case of fixed residential and commercial were assessed care provided to clients, rates and prices, quality, servicing and account billing and payment terms, and services in general.
Syndicate evaluates numbers as positive
In assessing Sinditelebrasil, representing the telecom companies, the survey released by the FCC reveals, in fact, that the majority (87%) of respondents said being satisfied, fully satisfied or neutral with respect to residential telephone. "The figures show that only 12.8% of residential customers are dissatisfied or completely dissatisfied with the fixed".
The same goes for fixed broadband, according to the organization. "The largest concentration is among the satisfied customers. Of the total respondents, 78.2% said they were satisfied, fully satisfied or neutral (neither satisfied nor dissatisfied) with the services," says the union also downplayed complaints about the speed of access.
"Regarding the access speed and connection stability, about 83% of respondents said they were satisfied, fully satisfied or neutral. When the criteria discussed was the price, 73.1% said they were satisfied, fully satisfied or neutral" informs the statement released by Sinditelebrasil.
The expert in consumer law, however, does not think these numbers are to be celebrated:
- Thinking that half the users of fixed and that one in four broadband customers are not satisfied with the service companies should worry. I do not think these numbers super positive. Studies show that the proportion of complaints about this sector grow faster than the user base - underscores Moncau.
The company hired by Anatel by bidding to conduct the research was the Meta Opinion Research. Of the total of 199,349 interviews conducted over telecommunication services in three stages between June 2011 and October last year, 24,863 were made by phone with residential customers, and 20,045 with non-residential. The interviews of users of public telephones were face.
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Source: The Globe
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This article was translated by an automatic translation system, and was therefore not reviewed by people.