Clipping of news on Brazilian Culture, Law and Citizenship
06/03/2012
This article was translated by an automatic translation system, and was therefore not reviewed by people.
Banks, credit cards and financial services that are often produced serious problems in consumer relations. In the rankings of complaints are always areas that occupy the top positions. A recent example is the report SINDEC 2011, released by the Department of Consumer Protection and the Ministry of Justice, which portrayed the consumer service of Procon carried out in the country's 23 states and the Federal District. From this list, the credit card occupies the first place (9.21%), the third commercial bank (7.26%) and financial sixth place (3.80%) with respect to matters most demanded.
It should be noted that, before arriving at Procon, the natural path traversed by any consumer is looking for the service provider to try to solve your problem as quickly and efficiently. Thus, the first step is to contact the Service Customer Service - Customer Service, responsible for the interaction between consumer and supplier. However, paradoxical as it sounds, this is the first barrier to be faced in simply trying to assert their right. Despite the changes in SACs, according to the rules established by the Ministry of Justice - Decree 6.523/2008, Ordinances 2014 and 49 - this service, paradoxically, still creates some headaches for customers.
Inmetro aware of this demand of the society, under the Program Analysis Product Quality Board has tested the service in this segment in two moments: in 2006, before the aforementioned Decree, and in 2010, after the measures implemented such legislation. This ultimately had to evaluate measures to improve customer service, according to the rules established by the Decree and the Code of Consumer Protection.
It should be noted that the Institute has selected the largest and most traditional companies in the domestic market. On the other hand, it is important to highlight some of these changes by firms in recent years, mergers and acquisition, as did the groups Itau and Unibanco in 2008, Santander and Real, in 2009, Bank of Brazil and Nossa Caixa in 2010. These processes have led to adjustments by firms and may impact on customer service procedures. For this reason, our focus will not be analyzing the results by brand, but each of these sectors.
Each SAC analysis was evaluated by 5 (five) different anonymous customers. Each held a question and order to solve simple problems. All calls were recorded from beginning to end of treatment. Services Customer Service who met full criteria recorded in each of the contacts valid, ie, completed by the consumer, were considered compliant.
Evaluation Criteria:
1 - Accessibility of the Service (a free access, the availability of options for complaint, cancellation and first contact with the attendant menu options, the availability of personal care option in all menus, the completion of the connection only after the completion of service, the initial access to the attendant is not subject to the provision of personal data, the availability of customer service 24 hours a day seven days a week, preferential access for people with hearing or speech, and the availability of number SAC in the documents delivered to the consumer in hiring the service, as well as the company's site on the Internet).
2 - Quality of service (transfer to the competent sector within 45 seconds, the service sector for the second without the need to repeat information, and no placement of advertising messages during the waiting time, unless otherwise agreed by the consumer).
3 - Monitoring Demand (providing the registration number of the service to monitor the demand by the customer).
4 - Procedure for solution demands (to provide immediate information, and the clarity and objectivity of the answers to address all points of demand).
The three sectors, obtained results that show a tendency toward conformity, particularly the criteria of "Procedure for resolution of claims" and "Accessibility of the service," where non-compliances were restricted to a few links: one regarding the procedures for resolution of Demand and Accessibility in six of the Service, five of which occurred in the banking sector.
The criterion "Quality of care" only one bank, had its non-compliant in all five SAC connections. The remaining non-conformities of the three sectors were occasional pointing also to compliance.
Since the criterion on "Monitoring of demands" had the highest number of non-compliance, which does not show, however a low adherence to the 6523 Decree. Given this result, companies and Febraban reiterated the importance given to the decree, confirmed his prerogative to seek the best customer service and explained that the failure to comply fully to the Decree, in this particular item, occurred at an understanding that the questions asked in analysis of transactional Inmetro were considered and that these should be made to the appropriate channels and not on the phone Consumer Care Services, which would place them outside the scope of the Decree.
However, the understanding of Inmetro and the Department of Consumer Protection and Defense - DPDC / Ministry of Justice the record number number would have to be passed to the consumer regardless of the reason for your request. DPDC complements the fact that the consumer of the doubt to escape the scope of the SAC, because it is transactional question, this does not excuse compliance with the Decree.
For a joint evaluation of the three sectors is possible to see that those with the greatest number of non-compliance was the banks, with 36 non-compliances in 11 companies analyzed, resulting in an average of 3.3 non-compliance by the company, compared to 23 non-compliances in 11 companies of credit cards - 2.1 nonconformities per company - and 13 non-conformities in the ninth financial analysis, accounting for 1.4 nonconformities per company.
It is important to mention that a Customer Service Excellence can drastically reduce the number of complaints to Procon or other consumer protection agencies. By comparing the results of the analysis made in 2010 and 2011-Bulletin of complaints, published by DPDC, it is possible to think that despite the numerous efforts and the low rate of non-compliance found in the analysis there is still a nice way to go in service consumers mainly in the period after sale.
Given the above, in order to have an overview of the service in relation to banks, credit cards and financial, the Portal would like to know what is the consumer perception that SAC uses these three segments. If you are using or have used this service recently and has formed an opinion on this issue, participate in our poll.
Login here the report of the Program Analysis Products in full.
Source: Consumer Portal
Our news are taken in full of our partner sites. For this reason, we can not change the content of these up in case of typing errors.
This article was translated by an automatic translation system, and was therefore not reviewed by people.