The results of the 2014/2015 edition of the ECSI Portugal - National Customer Satisfaction Index for the communications sector have been published. With sponsorship from ANACOM, the study covers postal services, the fixed telephone service (FTS), the mobile telephone service (MTS), subscription television (STVS) and fixed and mobile Internet.
According to the index, released on 20 October 2015, MTS customers report the highest overall satisfaction (7.48 points), followed by FTS customers (7.29 points), STVS customers (7.19 points), mobile Internet customers (7.17 points) and finally, fixed Internet customers (7.09 points).
The MTS was also considered the service with the best performance and the best price/quality ratio, even though all communications subsectors registered a slight decline in levels of customer satisfaction compared to 2013. On the negative side, the STVS and fixed Internet service stand out as registering higher rates of complaints (32.6% and 28.9% respectively).
In terms of international positioning, Portugal occupies 3rd position in the 2014/2015 customer satisfaction index when it comes to the STVS sub-sector and 4th position in the case of FTS, among the eight countries covered; Portugal is reported in 5th and 6th place among twelve countries in the case of mobile Internet and fixed Internet; and 6th out of ten countries in the MTS subsector.
The ECSI project is a system which, by way of customer satisfaction, measures quality of goods and services available in the 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 - resultados nacionais http://www.ecsiportugal.pt/resultados_nacionais/
