Electronic Communications Services Consumer Survey - 2008
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Title: "Electronic Communications Services Consumer Survey - 2008"
The report with the main results of the latest survey into the consumption of electronic communication services has been released, conducted with the aim of measuring the level of use and perceptions of residential users regarding the quality of these services in Portugal. This survey was conducted by ANACOM and TNS-Euroteste, between 5 November and 29 December 2008.
Of note among its main results, the report shows that 16.2 percent of individuals over 14 years of age subscribed to four electronic communications services (mobile and fixed telephone services, Internet access service and subscription TV service), with the most frequent combination including fixed broadband and representing 13.1% of the individuals concerned.
It can be seen, however, that the most frequently reported combination comprised the use of a single electronic communications service (with 20.3% using only the mobile telephone service and 12.6% only the fixed telephone service). The study also found that 6.3% of individuals over 14 years of age did not subscribe to any electronic communications service.
According to the compiled information, the penetration of multi-play offers had reached 23.5% of households as of December 2008, compared to 17.4 percent in the previous year. Among these, the primary offer is triple play, used in 34.9 percent of households. Meanwhile, according to those surveyed respondents, almost 46% of households access the Internet, the vast majority using broadband, with fixed broadband penetration at 29.7 percent of households and the mobile broadband at 12.0 percent.
The option of selecting an operator for each call made (call-by-call selection) is used by 5.1% of respondents who are customers of the fixed telephone service, while operator pre-selection is used by 3.8%.
In terms of satisfaction, it appears that users of the mobile telephone service and the TV subscription service have an average level of satisfaction of 7.3 and 7.2, respectively, on a scale from 1 (very dissatisfied) to 10 (very satisfied). Meanwhile, the average obtained for the Internet access service was 7.0, with an average level of satisfaction of 6.8 when it comes to the speed of the service.
The study contains additional chapters on the following subjects: consumer profiles, in different aspects; the factors associated with the choice of provider and the decision to switch provider (with the fixed telephone service recording the highest rate of switching, followed by the Internet access service); and complaints (with the Internet access service cited as generating the highest rate of complaints and also as having the lowest average level of satisfaction in terms of complaint resolution).
With respect to methodology, the universe of the survey comprised individuals over the age of 14, residing in Mainland Portugal or in the Autonomous Regions of Madeira and the Azores, with 3,600 interviews conducted in person.
The results were rebalanced according to the universe of individuals and households through the use of weightings. The weighting of the individuals was formulated to reflect the socio-demographic structure of the Portuguese population over the age of 14 residing in private households in Portugal, while the weighting of households was formulated to reflect the socio-demographic structure of all Portuguese households. This process was based on the 2001 Census conducted by INE (Statistics Portugal).
Electronic Communications Services Consumer Survey - Residential Population (December 2008) http://www.anacom.pt/render.jsp?contentId=971521
Broadband: Used to describe services or connections which allow the high speed movement of considerable quantities of information, with upstream speeds in excess of 128 kbps.
Consumer: Person or party to whom goods and services are supplied for private use.
Electronic Communications Services: Service normally provided for remuneration which consists wholly or mainly in the conveyance of signals on electronic communications networks, including telecommunications services and transmission services in networks used for broadcasting, without prejudice to the exclusion referred to in point b) of paragraph 1 of article 2 (Law no. 5/2004 of 10 February).
Internet: Set of interconnected computer networks in TCP/IP extending around the world, which connects users to companies, pubic administration institutions, universities and other individuals, where servers of information and services (www, email, etc.) are available. It can be accessed with a computer and a modem, through a service provider.
Mobile Telecommunications Services: Telecommunications service in which the subscriber's access is made through a non-fixed type of system, using radioelectric propagation through the air.
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.
Television: Coded or non-coded transmission through the air or by cable of non permanent images and sounds through electromagnetic waves or any other suitable vehicle. Able to be received by the general public and excluding telecommunications services only available through individual request.
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