4. Levels of satisfaction and complaints

The business customers of services included in bundles were those that complained most (28.6 percent) during 2014. Customers of the standalone FIAS were the least satisfied (7.38 points on a scale from 1 - very dissatisfied -, to 10 - very satisfied).

Table 9 - Satisfaction with provided services and complaints - comparison between electronic communication services

	Complaints made to provider in 2014 (%)		Average satisfaction with provider (scale of 1 to 10)
Bundled services	28.6	Bundled services	7.38
Standalone fixed services (FTS or FIAS)	18.1 *	Standalone FTS	7.63
		Standalone FIAS	7.31
Standalone mobile services (MTS or MIAS)	6.7 *	Standalone MTS	7.79
		Standalone MIAS	7.94

Unit: % / Scale 1 (very dissatisfied) to 10 (very satisfied)
Source: ICP-ANACOM, Survey on the use of electronic communications services, SME, December 2014
Base: All companies with fewer than 250 staff receiving respective service (does not include non-responses)
Note 1: Estimates: (#) Unreliable estimate; (*) Acceptable estimate; (no symbol) Reliable estimate. On a scale of 1 to 10, the absolute margins for error do not exceed 0.1 absolute points.
Note 2: FTS - Fixed telephone service; MTS - Mobile telephone service; FIAS - Fixed Internet access service; MIAS - Mobile Internet access service; STVS - Subscription TV.