National customer satisfaction index (ECSI-Portugal) 2009 - communications sector

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Title: National customer satisfaction index (ECSI-Portugal) 2009 - communications sector

Summary:

This study, conducted by a team composed of APQ Associação Portuguesa para a Qualidade (Portuguese Quality Association), IPQ Instituto Português da Qualidade (Portuguese Quality Institute) and of ISEGI-UNL Instituto Superior de Estatística e Gestão da Informação da Universidade Nova de Lisboa (Higher Institute of Statistics and Information Management at Universidade Nova de Lisboa), presents the results of the evaluation of the consumers perception of in quality of the goods and services available in the sector of communications, banking, insurance, fuel, bottled gas, passenger transportation, and in the sector of public water supply (since 2008).

As in previous years, the section of ECSI dedicated to communications has been sponsored exclusively by ANACOM covering fixed and mobile telephone service, subscription television, internet access service and postal services.

Date: July 2010

Edition year: 2010

Consult:

ZIP Format Índice Nacional de Satisfação do Cliente (ECSI-Portugal) 2009 - sector das comunicações (ZIP 7988 Kb) http://www.anacom.pt/streaming/ECSI_2009v2.zip?contentId=1036759&field=ATTACHED_FILE

Glossary
Mobile Service: Communications service between non determined points.
Postal Service: Service consisting of the clearance, sorting, routing and delivery of postal items.
Subscription TV Service: All services of distribution or broadcast of the television signal which are not free-to-air, including services included in packages of services whose subscription/use implies payment.
Telephone Service at a Fixed Location (FTS): In portuguese, Serviço Telefónico em Local Fixo (STF). Provision of direct voice transport to the general public in real time and at fixed locations, thereby allowing any user to communicate with another terminal point, through equipment connected to a terminal point in the network.
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Published: 22.07.2010
Author: ANACOM

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