The results of ECSI Portugal 2011 - National Index of Customer Satisfaction have been released online, covering the communications sector, including the fixed telephone service (FTS), the mobile telephone service (MTS), subscription television, the Internet access service and postal services. As in previous years, the part of ECSI covering communications was sponsored by ANACOM.
According to ECSI's ranking of sectors in 2011, the communications sector is reported in fourth place with 7.44 points on a scale of 1 to 10, among the nine sectors analyzed (banking, insurance, fuel, natural and bottled gas, public passenger transport, electricity, public water supply in addition to communications). Communications diverged from the best evaluated sector (bottled gas) at 0.38 points and improved two positions over the previous year.
In sector terms, the MTS was reported with the highest values in the indices of perceived value (quality/price ratio), loyalty and customer satisfaction, while the mobile Internet service obtained the lowest values in terms of customer satisfaction and loyalty. Subscription television was the communications sub-sector with the highest rate of complaints and the FTS received the maximum value in the expectations variable.
The ECSI project is a system which uses levels of customer satisfaction to measures quality of goods and services available in the domestic market. It has been conducted 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/
