Clipping of news on Brazilian Culture, Law and Citizenship
1/31/2017
This article was translated by an automatic translation system, and was therefore not reviewed by people.
Transparent image
According to the ESPM survey, sectors such as communication and supermarkets maintained stability in consumer satisfaction
ESPM reports that consumers were less satisfied with the companies during 2016. The data, collected on the Internet by the institution, showed a decrease of two percentage points (pp) in the National Satisfaction Index Consumer (INSC), ie retraction from 56% to 54%.
According to the conclusion of the INSC, the sector that showed the most decline in quality, according to the consumer, was that of hospitals and laboratories, in which the decrease was 16.7 percentage points, being the main driver of the low measure in the period . The category indicator is 68.7%.
The sector with the best result, as it maintained stability, was and communications, which in the analyzed period fell by 1.1 pp. The survey carried out by the School of Advertising and Marketing uses as a base products and services of 92 companies from 23 sectors of the economy . ESPM said 15 of those sectors had declined in consumer satisfaction last year.
Results
Department store (-9.9 pp), electronics (-8 pp), digital industry (-5.1 pp), personal care (-3.1 pp), beverages (-3.3 pp), food industry ( (-5.5 pp), pharmaceutical industry (-5.1 pp), medical agreements (-2.5 pp), aviation (-3.4 pp) ), Electricity (-3.6 pp) and construction companies (-2.9 pp), in addition to the aforementioned communications and hospitals and laboratories sectors.
On the other hand, there were also eight groups that showed a surplus in the accumulated of 2016: basic sanitation with a high of 8.8 pp, gas with 5.3 pp, clothing with 4.9 pp, drugstores with 4.9, industry Growth in the period of 4.8 pp, consumer goods with a high of 2.4 pp, metropolitan transport with 1.8 pp and supermarkets with a positive result of 1.2 pp
READ MORE: Brazil has 12.3 million unemployed in the 4th tri; Highest index since 2012
Reason
The note released by ESPM reveals that the month of August was the one that presented the best performance in the automotive sector, as it reached 77.6% of consumer satisfaction. "The rise is due to the launch of the model of one of the brands analyzed with new generation of multimedia equipment," he reports.
The best result of the food industry happened in April of 2016, with satisfaction of 68.4%. According to the balance sheet, the number calculated is the result of the action of one of the brands to publicize the product. Already in September, the degree of satisfaction shrank to 59.3%, as a confusion among shareholders of one of the leading brands in the sector marked negative comments on the internet.
The month of January, 2016 was responsible for the best performance in department stores, with a satisfaction rate of 68.9%. The analysis indicates that the reason was megaliquidation after the Christmas period. However, the month of March was the one with the worst index in the segment, since consumers reported problems in the delivery deadlines of purchases made in January, difficulties in accessing e-commerce sites, and complaints about service in shops. In that month, the category INSC reached 62.5%.
In the segment of consumer electronics, the need for a brand to call the consumer to recall a product, generated the second worst performance of 2016. The drop was 8pp in the consumer satisfaction rate in September, which reached 62 %. In November, the indicator rose to 69.6%.
READ MORE: Central Government records largest primary deficit in history in 2016
Source: Economics - iG @ http://economia.ig.com.br/2017-01-31/satisfacao-consumidor-2016.html
Source: IG
Our news is removed in full from our partners' websites. For this reason, we can not change the content of these even in cases of typos.
This article was translated by an automatic translation system, and was therefore not reviewed by people.