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Commitment to reduce complaints was not complied with by all companies

05/28/2013

This article was translated by an automatic translation system, and was therefore not reviewed by people.



 


Last year, 26 companies made a commitment to the Procon-SP to decrease the number of complaints made to the body and improve the rate of solution of instances consumers. Today (27), Procon published the results of this work (which can be seen here).

For the foundation, the result was positive. The goal was to achieve lower recorded 67,556 visits in 2011 to 63,490 (down 6%), but at the end of the period, the result was 61 601 attendances (-9%) and an improvement in the average index of the solution preliminary phase, which increased from 76% in 2011 to 83% in 2012.

The six vendors who had proposed just one of the goals had increase in the number of visits, from 10,711 in 2011 to 12,882 in 2012. However, the average ratio solution in the preliminary phase increased from 74% in 2011 to 79% in 2012. In this set of firms, the highlight is negative due to the Sky, which showed an increase of 214% in the number of visits in the previous year.

Companies BV Financial, Brazil Terra Networks, LG Electronics, Nokia, HP, and Tenda, were called to plan Reduction Goals 2011/2012, but have failed to compromise - not to reduce demands, or improvement of Index solution.

For the CEO of Procon-SP, Paul Arthur Goes, "the commitments made by companies are not with Procon-SP, but with their consumers. Thus, those companies that do not show interest, when sought, clearly indicate the actual degree of importance they attach to their consumers, they assume that there will strive to meet them, leaving unresolved complaints and causing them to have to search for the body to solve the problem, "he says.

In 2013

Already this year, the call will be 46 companies / groups to set goals in order to reduce the demand of complaints registered in 2013, improving the rate of solution of cases in the first phase of customer service and increase the percentage of complaints addressed the Register Substantiated Complaints to be released in 2014 (solution in the second phase of care).

Listed are companies in the financial, telecommunications, internet, health plans, air transportation, construction, utilities, e-commerce and general courses, as well as manufacturers of cell phones, computers, consumer electronics and white goods.

The companies chosen to sign the proposals represent 63% of requests received in 2012 by Procon-SP. In addition to the companies that have participated in previous plans were convened for the first time 13 companies on average had 55% increase in their demands. They are: Cetelem Group, HSBC Group, Unimed Paulistana, UOL Group, Nextel, Takeoff, CCE Group, Motorola, Grupo Mabe, Whirlpool S / A, Marabraz, Groupon and Free Market Group.

Here's the complete list of companies called by Procon-SP.



Source: UOL - Modern Consumer

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This article was translated by an automatic translation system, and was therefore not reviewed by people.

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