Lisbon, 25 August 2009 Vodafone Portugal has once again obtained the highest customer satisfaction rating in the telecommunications sector, according to a survey published by the regulatory authority, Anacom. Vodafone achieved a satisfaction index of 7.79 (on a scale from 1 to 10), the highest rating of all the operators in the Portuguese telecommunications market.
Carried out annually, ECSI Portugal Report released by Anacom presents the National Customer Satisfaction Index in the telecommunications sector. Like last year, Vodafone was ranked in first place in all the indicators reported in this survey: the Image that customers have of the operator, Customer Expectations, the Perceived Quality of the operator’s network and services, Perceived Value for Money, Satisfaction with the operator, Complaints received and their handling, and Loyalty of customers to their operator.
In relation to the mobile communications sub-sector, the Report states that Vodafone occupies first place, significantly ahead of TMN and Optimus, which have practically equal scores” (a satisfaction index of 7.79 versus 7.32 and 7.31 for its competitors). According to the Report, Vodafone has the highest scores in the seven variables analysed. TMN and Optimus generally have very similar scores to one another (…).
In the complaints handling index, Vodafone is once again ranked in first place (…). Lastly, in the loyalty index, Vodafone once again occupies first place, distancing itself markedly from Optimus and TMN, which have similar scores to one another, the Report states. It adds that: The intention to remain a customer was rated at an average response score of 7.6 points for TMN and Optimus and 8.5 points for Vodafone. In intention to recommend the brands services to colleagues and friends, the average score varied from 7.4 points for Optimus and 8.4 points for Vodafone.
The methodology used in the ECSI Portugal National Customer Satisfaction Index survey (ECSI European Customer Satisfaction Index) is similar to that used by the European Commission to survey customer satisfaction in the various Member States, enabling comparisons to be made between the results obtained in each country.
The ECSI Portugal 2008 survey was carried out by the Higher Institute of Statistics and Information Management at the New University of Lisbon in partnership with the Portuguese Quality Association and the Portuguese Quality Institute, with sponsorship from Anacom.
The publication of the survey by the telecommunications sector regulator (at www.anacom.pt/render.jsp?contentId=969979) contributes once again to informing the general public about the customer satisfaction indices of individual operators.