Anatel published the results of its Satisfaction and Perceived Quality Survey, where it was pointed out that Brazilian consumers were satisfied with mobile phone service providers in 2020. On a scale of 0 to 10, post-paid mobile telephony received a score of 7,49, while pre-paid mobile telephony consumers rated the services with a score of 7,45.
Both post-paid and pre-paid mobile telephony services have seen growth of almost one point in their indicators in the historical series since 2015. The operator Claro obtained the highest overall satisfaction score among post-paid mobile telephony services, with 7,75. Oi was the operator with the lowest score in this regard, with 6,87. In overall satisfaction among pre-paid mobile telephony services, the company Algar came out above the others, with a score of 7,79. Oi again had the lowest overall satisfaction score for pre-paid telephony, although not so low, with 7,29.
Among the services included in the survey, fixed broadband received the lowest score. With a satisfaction index of 6,51 among Brazilians, its evaluation in 2020 was lower than the 6,63 achieved in 2019. According to the president of the Committee for the Defense of Users of Telecommunications Services and advisor to the Anatel, this significant drop is directly linked to the Covid-19 pandemic. Vicente Aquino states that “social isolation led people to use broadband even more in their homes and users began to identify limitations that, before the pandemic, were not perceived”.
There are five services that are measured by the Brazilian agency's satisfaction survey. In addition to pre- and post-paid mobile telephony and fixed broadband, in the survey by Anatel, the pay TV and landline telephony indexes are measured. Pay TV services received a score of 7,17, with the index remaining practically stable since 2018, when it was 7,18. Landline telephony services obtained a score of 7,36 in 2020 and, like mobile telephony services, increased their indicators compared to previous years.
Service and resolution capacity with lower grades
Billing, recharge and operation indicators received the best quality perception rating among the five services in the telephone agency's survey, indicating that consumers are satisfied. Telephone service and problem-solving capacity received the lowest ratings in the survey. research in general. In relation to 2019, there was a drop in the perception of quality for customers of fixed broadband, postpaid mobile and pay TV services in the survey by the National Telecommunications Agency.
A total of 92 consumers were interviewed in all states of the country, each answering more than 20 questions about satisfaction and quality of the service they had contracted. Vicente Aquino stated that the information collected in the survey can help Brazilian consumers choose a provider safely.
The methodology, questionnaires, the selection of contacts to be interviewed and the control of the entire execution of the research were the direct responsibility of Anatel. The company Kantar Ibope Media was in charge of the interviews, which were conducted by telephone between July and November 2020.
Last year was the sixth and final year of the survey with the current model. Starting this year, a new model will be used, established with the update of the Application Manual, a document that defines the main operational aspects of the research.
Through which channels you reach those people, classic and out of the box. Anatel
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