Clipping of news on Brazilian Culture, Law and Citizenship
25/03/2015
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Vivo / Telefonica leads the ranking of companies that received more complaints founded in 2014, according to a survey released yesterday (24) by the Foundation for the Protection and Consumer Protection (Procon-SP), linked to the Ministry of Justice and Defense of Citizenship of.
Substantiated complaints are demands of consumers who have not been settled from the consumer contact with the company, requiring the opening of administrative proceedings by Procon.
The Spanish group received 4,482 complaints founded, followed by the group course / NET / Embratel (3749), Lenovo / CCE (2465), Itaú / Unibanco (2082), Hi (1911), Bradesco (1893), Sugarloaf / Extra / Casas Bahia / Ponto Frio (1402), Tim Celular (1397), Sky Brazil (1367), Federal Savings Bank (1028).
The problems with collection are the most frequent (30%), followed by complaints about addiction or bad product quality (18%), problems with contract (16%), addiction or poor quality of service (14%), problems with supply (12%) and other (9%).]
Telecommunications and financial sectors again led the ranking. Seven of the ten companies or groups with larger numbers of records belong to these segments. However, the list of 2014 appeared for the first time since 2011 a manufacturer of products (CCE / Lenovo) among the top ten.
"This result emphasizes that consumer protection agencies are finding and pointing: the regulated sectors of the economy, is still not given the proper treatment to the interests and rights of consumers," the SP Procon in a statement.
According to the organization, in the retail sector, especially in online commerce, stand out problems such as non-compliance with the right of cancellation, disruptions in deliveries and product defects, especially in mobile phones, appliances and electronics. To help consumers, the Procon maintains a list Avoid These Sites, constantly updated, and now has 471 companies.
The report came in contact with the ten companies or most complaints at Procon groups. In a statement, Vivo / Telefonica stressed that, considering the customer base in the state of São Paulo, the average monthly volume of complaints founded in 2014 is less than 0.001% of total users. The company points out that has the best performance in the Service Performance Index (IDA) of the National Telecommunications Agency (Anatel).
"The company also emphasizes that also recorded the better resolution index, among telecommunications companies offering fixed and mobile telephony services in Procons national ranking, determined by the National Consumer Bureau (Senacon) of the Ministry of Justice, last year. The index obtained by the company was 84.5%. "
Claro said it makes significant investments to improve the infrastructure, communication and relationship channels with the intention of ensuring user satisfaction and reduce complaint rates.
"The goal is the resolution of cases on the first contact. The actions implemented already show positive results. The resolution rate in the Procon / SP is around 85%, which considerably reduces the number of substantiated complaints registered in 2014. The operator has the best performance among sector companies in consumidor.gov portal, implemented by Senacon; Your solving rate is the highest, with 100% response within the prescribed period, "says the company.
NET reported that has a team dedicated to the treatment of cases referred by Procon, and has been successful in agreement with customers. "The operator invests heavily in upgrading technology, network infrastructure and qualification of operators for all your relationship channels. NET is a leader in pay TV and fixed broadband in Brazil, and is the fastest growing company in both markets. It is also among the major pay TV operators, which features one of the best performances in quality indicators released by Anatel, "he adds.
The Lenovo Group said it has intensified efforts in customer service, and invested more than US $ 7 million in a structure dedicated exclusively to deal with all requests of consumers. In a statement, the company says it "has modern repair center, the Lenovo factory in Itu, São Paulo State, which offers advanced after-sales service structure of the Lenovo brand and CCE. The company is fully focused on the satisfaction of their users and maintains rigid internal policy development services and quality products. "
Itaú also issued a statement in which ensures that has improved its position in the rankings released by Procon in recent years. "If we consider the total demand, Itaú Unibanco decreased by 12%, with most of the issues were resolved by consensus and quickly, as disclosed in the entity's website, in which Itaú appears solution rate of more than 85% ". The bank also points out that is improving customer service. "In the ranking of Procon-SP Foundation this year in particular, we have reduced two more positions," he adds.
The Hi stressed that invested US $ 4 billion in Brazil in 2014 to expand and improve the quality of mobile network (3G and 4G) and the fixed network for broadband services and pay TV. "The company has recorded significant progress in its windows, ensuring access to new technologies, from their customers, and seeking improvements in quality of care, service delivery and perception of the end customer." Actions that the company considers strategic priorities.
Bradesco cautioned that develops an intensive review of its processes and systems, and develops training programs and improvement of the staff, "always looking to increase their customer satisfaction level."
The Açúcardestacou de Açúcar that the number of events presented considers the sum of six tags of the GPA, and adds that "when analyzed alone, brands have complaint rates below market. The company emphasized that carries out projects to improve the quality of services in all its businesses, with major advances in the entire chain, which will result in higher customer satisfaction and consistent reduction of the demonstrations. "
TIM is pointed out that in the eighth position in the ranking, as the company claimed less among the other economic groups of telecom, and pointed out that compared to 2013 improved its position in the ranking, from the 7th to the 8th position, and increase its index of solving by 3 percentage points.
In a statement, the company points out that "the result is the fruit of TIM's commitment to quality of service and transparency in the relationship with the customer. The operator directs its efforts to reduce the total number of complaints with work focused on improving customer service, strong investments in infrastructure and innovative services, which can be followed at www.tim.com.br/portasabertas site ".
Sky reported that considers the relationship with the customer one of the pillars of your business, and maintains transparent and frequent relationship with consumer protection agencies. The company stressed that invests constantly in improving its processes, training of their teams, and has adopted various measures to reduce the number of complaints.
The company adds that in the last year increased even more in the construction spreads for service to its customers and believes that "such measures and efforts to ensure service excellence are part of a process, and the results appear in the coming months."
The CEF emphasized that uses information and complaints from its customers, recorded in various channels and organs, as support for the improvement of their processes. "The reduction of complaints and increased solution in internal and external channels are priorities of the bank. Box permanently reviews its services and products to ensure customer satisfaction. "
Source: Agency Brazil
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This article was translated by an automatic translation system, and was therefore not reviewed by people.