National Customer Satisfaction Index
Vodafone has once again obtained the highest customer satisfaction rating in the telecommunications sector, according to the ECSI Portugal Report published yesterday. Vodafone achieved a satisfaction rating of 7.79 (on a scale from 1 to 10), the highest in the entire telecommunications sector.
The National Customer Satisfaction Index carried out annually in the telecommunications sector covers the operators of mobile, fixed, internet and pay-TV services. Like in recent years, Vodafone comes top, with a customer satisfaction rating higher than all other operators in the Portuguese telecommunications market.
About its Mobile Telephone Service, the Report says that “from 2010 to 2011, Vodafone slightly improved its position in most of the indices studied, distancing itself even more significantly from the sub-sector”.
Vodafone’s leadership is particularly marked in Mobile Internet, as the Report states: “Vodafone shows positive differences from the Mobile Internet subsector for all indices”.
The ECSI Portugal National Customer Satisfaction Index stems from Portugal’s membership of the ECSI (European Customer Satisfaction Index) project, initiated in 1999 by the European Commission and EOQ (European Organization for Quality). The aim of the project is to analyse customer satisfaction using the same methodology in all Member States so as to provide a comparative analysis for the various business sectors in each country.
The ECSI Portugal survey was carried out by the Higher Institute of Statistics and Information Management at the New University of Lisbon in partnership with the Portuguese Association for Quality and the Portuguese Quality Institute.
The publication of this survey contributes once again to informing the general public about the real customer satisfaction ratings of the operators.