09/08/2016

Quality

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


Quality Indicators

 

Quality Leaders - Jun/16

 

Operators Answering Users (IDA) Complaints by 1000 Subscribers
Mobile Telephony Oi Oi
Fixed Telephony Embratel Embratel
Pay TV Vivo Vivo
Fixed broadband Net Net
Note: IDA involves the operator having the biggest grade. Complaints is about having the smalest number of complaints by 1000 subscribers.

 

Achieved Targets

 

Operators 2013 2014 2015
Pay TV - 84.3% 81.8%
Fixed Telephony 75.7%* 72.9% 72.6%
Mobile Telephony 68.7% 68.8% 68.5%
Fixed Broadband 70.5% 68.1% 59.8%
Note: *2013 with data from Jun to Dec.

 

 

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.

 

 

....

Month Communications Industry
Jul/16 34.5% 53.0
Jun/16 33.3% 53.5%
May/16 30.3% 53.3%
Apr/16 26.6% 51.9%
Mar/16 25.3% 52.3%
Feb/16 28.1% 52.6%
Jan/16 30.7% 52.9%
Dec/15 31.3% 53.4%
Nov/15 30.9% 52.7%
Oct/15 28.0% 52.5%
Sep/15 27.3% 52.8%
Aug/15 27.4% 54.0%
Jul/15 28.5% 55.3%
Jun/15 36.3% 57.8%
May/15 35.4% 57.7%
Apr/15 40.5% 60.3%
Mar/15 38.3% 60.5%
Feb/15 40.3% 58.0%
Jan/15 36.7% 57.6%
Dec/14 32.6% 56.7%
Nov/14 33.0% 58.5%
Oct/14 34.6% 57.6%
Sep/14 32.3% 55.5%
Aug/14 28.0% 53.6%
Jul/14 25.3% 55.3%
Jun/14 25.5% 54.6%
May/14 27.4% 52.1%
Apr/14 24.5% 52.5%
Mar/14 24.4% 52.6%
Feb/14 24.6% 51.9%
Jan/14 23.2% 52.1%

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

 

 

 

Complaints by Service

 

 

 

  2016
Thousands Jan Feb Mar Apr May
Prepaid Mobile Tel. 49.6 46.2 53.5 46.5 48.0
Postpaid Mobile Tel. 104.2 97.5 112.6 99.6 101.4
Fixed Telephony 93.1 93.0 102.3 80.3 75.8
Broadband 53.0 55.5 61.2 50.5 47.3
Pay TV 51.5 52.1 54.1 43.8 40.9
Others 1.3 1.3 1.3 1.9  1.8
Total 352.7 345.6 385 320.7 315.2

 

 

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
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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