Clipping of news on Brazilian Culture, Law and Citizenship
30/03/2016
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Users gave note 5.5 to the service of postpaid mobile operators
State Agency
quality research points dissatisfaction phone users
quality research points dissatisfaction phone users play / Daily Mail
A survey conducted by the National Telecommunications Agency (Anatel) confirmed the general dissatisfaction of users of telephone and internet services to the poor quality of service offered by the operators.
The regulator assessed consumer satisfaction throughout the country in relation to items such as operation of services, billing, supply and contracting and service, involving fixed telephony, mobile and Internet access.
Those who received the worst ratings - among all services - are connected to the telephone service of providers, including the wait time to speak to attendant and the ability to address demands such as requests for change of plans and corrections on invoices . For fixed telephony, the service note was 5.82 for broadband service was 5.89 for prepaid cell was 5.72. The post-paid mobile users have the lowest score for the telephone service offered by operators: 5.5 on a scale of zero through ten.
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Overall, the services obtained reasonable note. Fixed telephony was the service that received the highest note on consumer satisfaction: 6.97, on a scale from zero through ten. It was followed by post-paid mobile telephony, with 72 note 6; prepaid, with note 6.62; and fixed broadband, with note 6.58.
The survey showed that in some cases, half of the respondents claimed to have come into contact with the provider in the six months prior to the study to solve collection problems or ask for repair service.
"It's not a number that generates comfort for us," said Fabio Koleski, Interactions manager Institutional, Satisfaction and Education for Consumption of Anatel. He pointed out, however, that it is not possible to measure an improvement or worsening of services, because this was the first survey of the methodology applied.
Data were collected from more than 150,000 telephone interviews with consumers in the second half of 2015. In April, Anatel also disseminates research on pay TV, data were collected by mid-February 2016, with the completion of about 50,000 interviews.
"As we do not have a history tracking, it is difficult to compare. But of course we want that satisfaction is better. What the result showed is that the phone service is very poorly evaluated, as well as solving capacity of problems," says Koleski. Anatel will research annually.
Source: R7
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This article was translated by an automatic translation system, and was therefore not reviewed by people.