12/17/2014

Quality

In this page: Links to all the pages that form the section about quality of several Telecommunication services.


National Index about Customer Satisfaction

(Indíce Nacional de Satisfação do Consumidor - INSC)

 

The National Index about Customer Satisfaction measurers the satisfaction of the Brazilian customers the quality of consumers goods and services in many sectors of the economy.

 

The table below shows the result for the segments of mobile (Telecom) and fixed telephony.

 

 

....

Mês Comunicações  Indústria
Sep/13 27.5% 56.0%
Oct/13 27.0% 53.6%
Nov/13 25.7% 54.0%
Dec/13 25.9% 52.1%
Jan/14 23.2% 52.1%
Feb/14 24.6% 51.9%
Mar/14 24.4% 52.6%
Apr/14 24.5% 52.5%
May/14 27.4% 52.1%
Jun/14 25.5% 54.6%
Jul/14 25.3% 55.3%
Aug/14 28.0% 53.6%
Sep/14 32.3% 55.5%
Oct/14 34.6% 57.6%

Communication Sector integrates companies of fixed and mobile telephony, Internet and pay TV.

 

 

 

Thousands Jan/14 Feb/14 Mar/14 Apr/14 May/14 Jun/14 Jul/14 Aug/14 Sep/14
Mobile Telephony 97.8 84.5 68.9 76.0 108.3 109.1 119.5 113.5  116.1
Fixed Telephony 75.1 71.1 48.4 55.0 83.9 86.4 99.4 90.1 90.0
Broadband 38.0 35.7 23.5 27.8 39.2 39.1 43.8 42.3 46.5
Pay TV 24.9 21.6 17.8 19.5 26.9 29.2 32.9 30.0 32.8
Others 2.8 3.1 2.7 2.9 3.0 2.6 2.5 2.3 2.2
Total 238.6 216.0 161.3 181.2 261.3 266.4 298.1 275.9 171.5

 

 

Users Interaction with ANATEL

 

Anatel informs monthly, the number of contacts between citizens and the various channels provided by the Agency to collect complaints, requests for information, suggestions and compliments - Call Center, Talk to Us (web site), mail, email, fax andpersonal care.

 

Month
Call Center
Electronic Service
Correspondence
Citizen's room
Fax
Email
SOA*
Total in the Month
2009
3,460,776
237,225
6,217
10,526
1,936
632
161
3,717,473
2010
4,915,928
226,398
5,643
10,940
637
614
647
5,160,814
2011
5,231,565
236,760
6,125
10,225
668
1,108
596
5,487,047
2012 5,828,500 379,236 6,725 10,658 478 907 1,084 6,227,588
Jan/13 528,290 42,782 914 1,542 37 61 172 573,798
Feb/13 466,536 44,405 746 1,415 16 48 140 613,306
Mar/13 635,199 45,802 778 1,697 41 46 217 683,780
Apr/13 665,045 41,206 678 1,876 42 56 236 709,139
May/13 764,649 40,931 521 1,462 95 14 221 807,893
Jun/13 652,202 40,945 538 1,453 11 23 269 695,441
Jul/13 661,670 43,932 527 1,888 2 14 257 708,290

Total 2013

4,373,591 300,003 4,702 1,333 244 262 1,512 4,691,647

* Sistema de Ouvidoria da Anatel (Anatel's System)

 

 

 

Mobile Telephony

Mobile Quality

Quality indexes of mobile operators defined by the General Plane of Quality Goals (PGMQ) from SMP. Monthly keeping track of the percentage of quality goals accomplished by the operators.

 

Complaints

Complaints sent to Anatel's Attendance Center by subscribers and cause. Ranking of claims about mobile telephony.

 

Broadband

Complaints

Ranking of complaints about Service of Communication Multimedia in Anatel's Attendance Center by cause.

 
Fixed Telephony

Fixed Quality

Peformance of fixed telephony operators. Monthly keeping track of the percentage of quality goals accomplished in local modality.

Complaints

Complaints sent to Anatel's Attendance Center by subscribers and cause. Ranking of complaints about fixed telephony.

Pay TV

Complaints

Ranking of complaints about Pay TV Service by subscription in Anatel's Attendance Center by cause.

 

 

 

 

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