On 17 June 2013, ECSI Portugal released the results of its - National Customer Satisfaction Index for the communications sector. The study covers the fixed telephone service (FTS), mobile telephone service (MTS), the subscription television (STVS), fixed Internet and mobile Internet.
Customers of the Mobile Telephone Service reported the highest overall satisfaction, with the highest values reported in the indices of perceived value (quality/price ratio), image and loyalty; but Mobile Telephone Service customers are also reported as making the most complaints. The lowest levels of reported satisfaction are reported among fixed and mobile Internet customers, who also log the lowest rate of complaints. The subscription television and fixed telephone service report high values in the indices measuring satisfaction, expectation and customer complaints.
The ECSI project is a system which, by way of customer satisfaction, measures quality of goods and services available in the Portuguese domestic market. It has been carried out since 1999 by a team consisting of APQ - Associação Portuguesa para a Qualidade (Portuguese Quality Association), IPQ - Instituto Português da Qualidade (Portuguese Quality Institute) and by Instituto Superior de Estatística e Gestão da Informação (Higher Institute of Statistics and Information Management) at Universidade Nova de Lisboa (ISEG-UNL).
Further information:
- ECSI Portugal 2012 - resultados das comunicações http://www.ecsiportugal.pt/Apres_Seminario_ECSI_2012_Comunicacoes#Apres_Seminario_ECSI_2012_Comunicacoes
