12/15/2016

Quality

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

Quality Indicators

 

Quality Leaders - Aug/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

 

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%

 

 

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
Sep/16	34.7%	55.3%
Aug/16	34.6%	54.6%
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%

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

 

 

 

Complaints by Service

 

 

 

Month	2016	2015
Jan	353	203
Feb	346	259
Mar	386	380
Apr	323	344
May	316	363
Jun	322	369
Jul	316	412
Aug	346	378
Sep	300	364
Oct	294	345
Nov	-	335
Dec	-	335
Total	-	4.088

 

 

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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