Clipping of news on Brazilian Culture, Law and Citizenship
07/05/2013
This article was translated by an automatic translation system, and was therefore not reviewed by people.
Exception were the services pay TV satellite (DTH), whose index was slightly higher, from 71.6 to 72.1 points
SAO PAULO - In the last ten years services such as mobile telephony, internet and pay TV had great technological advances and became part of the daily life of Brazilians. However, users' satisfaction with the quality of service they receive from companies in the industry walked in the opposite direction. Satisfaction survey released on Monday by the National Telecommunications Agency (Anatel) shows that there was a widespread deterioration in the evaluation of these services between 2002, when the previous survey, and 2012. On a scale of zero to one hundred points, the index of satisfaction with the functioning of cellular postpaid, for example, went from 71.4 to 53.7 in the period, down 17.7 points. Meta Institute conducted by Opinion Research, the study analyzed interviews with about 200 000 customers of all types of telecommunications services - 42,000 hours of interviews were compiled - and cost $ 5.3 million to Anatel.
To make research comparable to ten years ago, the Meta preserved virtually the same set of questions in the survey of 2002. A note to the services of prepaid cell fell from 77.5 to 60.5, while the evaluation of public telephone (booths and payphones) showed the largest drop in the eyes of users, from 61.2 points to a modest 36 8 now - well below the overall index of satisfaction, which was 58.8 points. Embratel informs that changed and / or modernized all its telephones in public use (TUP) for the year 2012. "The only exception were the services TV via satellite (DTH), which were considered satisfactory, showed slight improved, from 71.6 to 72.1 points.
- The user's perception was that the service has deteriorated. It can be considered that they were more demanding in the last ten years. But the fact is that the survey, companies did not follow this change - said Roberto Martins, superintendent Control Obligations of Anatel, stating that the agency did not set minimum levels of satisfaction. - But I understand that those numbers should be higher, because if it was school grade (zero to ten) the student was not close to a passing grade.
According to Martins, Anatel has not received the full research for a study providing the most technically opine on the performance of operators in the sector. But assured that the agency will submit a "final report" on the data in about a month.
Martins apologized for the delay in disclosing the full details of the study including the comparative tables that reveal the worsening in the evaluation of services in relation to 2002. In its edition of this week's story titled "Dissatisfaction hidden" Veja magazine states that this part of the study was "censored" by the agency at the request of telephone operators.
Flávio Silveira, director of Meta who presented the survey, said that the result does not mean approval or disapproval of services and what is technically "read" is that there is an intermediate level of review. According to Silveira, however, to be considered closer to satisfying the note, which overall was 58.8 points for services should be at least 62.8 points.
Companies stand satisfaction rates
The study also assessed satisfaction by states and companies. In this last measurement, stand out among the companies with the worst evaluation that have been frequently fined by the FCC in recent months. In mobile prepaid, TIM appears with the lowest satisfaction index, 58.6 points. In postpaid, TIM is back in the lantern, but along with Hi, both with 49.8 points. Telefonica already had the worst rating in the residential fixed telephony, 49.8.
TIM stressed that the satisfaction survey indicated 85.5% of users of mobile post-paid and 91.8% of pre-paid and ended the year as the mobile service with fewer demands on Procons integrated into Sindec. The Hi reported that, with respect to research, would be represented by the National Union of Telephone Companies and Service Mobile and Personal (Sinditelebrasil). Charles Duprat, director of the entity, in turn, considers the comparison of the results of surveys of 2002 and 2012:
- It is extremely different from the reality of the sector and the provision of service and technology, so we think it is not comparable. On the other hand, we were surprised by the low rate of dissatisfaction.
Already Telefonica highlights the fact that the survey show that 83.3% said they were satisfied, fully satisfied or neutral with respect to the fixed services of Telefonica Vivo.
Although not yet officially received the survey and do not know the criteria by almost been made, the Secretary of the National Consumer Juliana Pereira, stressed the importance of consultation on consumer satisfaction:
- In the context of consumer protection, and especially the actions of the National Consumption and Citizenship, is prioritizing the analysis of the problems of this sector because telecommunications services are among the most demanded in Procons and Special Courts.
Fatima Lemos, technical advisor for the Procon-SP, highlighted the fact that the services of telcos have changed a lot and became "essential" to the routine of people and businesses. She said research shows a mismatch between what companies offer and they deliver.
To Veridiana Alimonti, lawyer of the Brazilian Consumer Defense (IDEC), the FCC failed to fulfill its role.
- It is necessary to tell the FCC society that steps will be taken.
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Source: The Globe - Online
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This article was translated by an automatic translation system, and was therefore not reviewed by people.