A summary of the results of ECSI - Portugal 2005, the national index of customer satisfaction, has been published on the website of the IPQ (Portuguese Institute for Quality). The results were also officially presented at a seminar which took place on 21 April in IPQ's Auditorium in Monte da Caparica.
In 2005 the project encompassed the following sectors of national economic activity: banking, fuel, communications (mobile and fixed telephone services, postal communications and cable television), insurance and public transport (Greater Lisbon and Porto)
The ''Mobile Telecommunications'' subsector stood out as having scored the highest of all the sectors and subsectors. The ''Fixed-line Telecommunications'' subsector, however, scored the least of the sector group.
However, according to the study, when the price variable is factored in, customer evaluation of quality takes a turn for the worse. This is most noticeable with the products and services offered by companies in the ''Fuel'', ''Banking'' and ''Communications'' sectors, as well as the ''Fixed-line Telecommunications'' subsector.
On the other hand, the ''Mobile Telecommunications'' subsector achieved an overall maximum when it comes to the other satisfaction indices (image, expectation, perceived quality and perceived value), knocking the Banking sector off the top position it had held in 2004. In the satisfaction and customer loyalty indices, the ''Mobile Telecommunications'' subsector held onto its first position. Finally improvements were seen in the scores of the ''Communications'' sector, especially in the perceived value index.
Besides the presentation of these 2005 results, the seminar also hosted a presentation by Luís Mira Amaral on ''Customer Satisfaction and Corporate Competitiveness''.
Further information:
- Relatório ECSI 2005 - Síntese dos resultados http://www.ipq.pt/backFiles/Sintese_Resultados_ECSI05.pdf
- Comunicação 'Satisfação dos Clientes e Competitividade das Empresas' http://www.ipq.pt/backFiles/Seminário_ECSI_Portugal_20060421.pdf
- IPQ-ECSI http://www.ipq.pt/ecsi/index.html
