The results of the Índice Nacional de Satisfação do Cliente (ECSI Portugal) 2009 – (National Customer Satisfaction Index) are now available online, covering the communications sector, particularly fixed telephone service (FTS) and mobile telephone services (MTS), Internet access (fixed and mobile), subscription television distribution and postal services. As in previous years, this part of the study was sponsored exclusively by ANACOM.
Highlighting the sector, is the MTS which detains the higher values in the index level in the efficiency gained and customer loyalty, whereas the internet mobile detains the minimum values in the variables efficiencies gained and customer loyalty. Subscription television registers the lowest medium value of the efficiency gained (quality/price relation), although the communications subsector registered a more favourable evolution between 2008 and 2009.
The ECSI Project scores, through client satisfaction, the quality of goods and services available in the national market. A project that has been in development since 1999 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), This project covers the communications sector as well as the areas of banking, insurance, fuel, bottled gas, passenger transportation, and in the sector of public water supply (since 2008).
Consult:
- National customer satisfaction index (ECSI-Portugal) 2009 - communications sector https://www.anacom.pt/render.jsp?contentId=1038189
Further information:
- ECSI Portugal 2009 - resultados nacionais http://www.ecsiportugal.pt/files/ResultadosNacionais_ECSI_2009
