On 5 June 2014, the results were released of the 2013 edition of ECSI Portugal - National Customer Satisfaction Index as relates to the communications sector. Sponsored by ANACOM, the study covers products and services such as the fixed telephone service (FTS), mobile telephone service (MTS), the subscription television (STVS), the fixed Internet and mobile Internet service.
Mobile telephone service customers reported the highest levels of overall satisfaction (7.72 points), followed by FTS (7.38 points), STVS (7.35 points), mobile internet (7.27 points) and, finally, fixed Internet (7.15 points).
With the exception of the mobile Internet service, all telecom sectors saw a slight drop in satisfaction levels among customers between 2012 and 2013. STVS saw the largest drop in satisfaction (0.16 points), which together with the fixed Internet, reported a higher rate of complaints (25.2 and 31.1 percent, respectively).
In terms of international ranking in the 2013 customer satisfaction index, Portugal is reported in second place in the MTS and STVS subsector, 6th in the case of mobile Internet and 7th in the fixed Internet subsector.
The ECSI project is a system which measures quality of goods and services available in the domestic market based on customer satisfaction. It has been carried out 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/
