The results of ECSI Portugal 2008 - National Customer Satisfaction Index have been released, covering the communications sector, particularly fixed network and mobile telephone services, Internet access (fixed and mobile), subscription television distribution and the postal service. This part of the study, as in the previous year, was sponsored exclusively by ANACOM.
The ECSI project is a system which uses customer satisfaction to gauge the quality of goods and services available in the national market. This project has been carried out since 1999 by a team consisting of the Portuguese Quality Association (APQ), the Portuguese Quality Institute (IPQ) and the Higher Institute of Statistics and Information Management at Universidade Nova de Lisboa (ISEG-UNL) covering, in addition to the communications sector, areas such as banking, insurance, fuel, bottled gas, passenger transportation, and for the first time in 2008, the public water supply sector.
With respect to customer satisfaction, compared to the findings of the ECSI 2007 study (converted to the new scale of the index, now 1 to 10), the subscription television distribution subsector saw improvement (with the greatest increase in satisfaction among the seven indices), while the postal subsector saw a deterioration, with declines in almost all indices. Note should be made of the marked improvements seen in the fixed network, the subscription television distribution and Internet access subsector in terms of the index of perceived value. This development may, perhaps, be connected to the increased level of consumer demand for these services.
The companies/brands included in the study of each subsector of communications and represented in the results, were:
a) Fixed network: PT Comunicações/MEO, ZON, and a number of other fixed network brands;
b) Mobile network: Optimus, TMN and Vodafone Portugal;
c) Subscription television distribution: ZON, MEO and a number of other subscription television distribution brands;
d) Internet access: Clix, Netcabo, Sapo/MEO, Netvisão and Netmóvel (the latter represents a number of mobile broadband offers in the market).
It should be noted that, notwithstanding ANACOM's sponsorship and active participation in support of this study, the implementation, compilation and processing of data, as well as the conclusions and recommendations presented in this study are the sole and exclusive responsibility of ISEGI-UNL and do not necessarily represent any position of this Authority.
Consult:
- National customer satisfaction index (ECSI-Portugal) 2008 - communications sector https://www.anacom.pt/render.jsp?contentId=970235
Related information on ANACOM's website:
- National customer satisfaction index - ECSI Portugal 2007 - communications sector https://www.anacom.pt/render.jsp?contentId=635005
