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Portuguese telecoms generate 5K complaints until May

Service failures or billing errors motivate a large part of the complaints

4797. This is the number of complaints against telecoms registered between January 1 and May 28. Numbers are from the “Portal da Queixa” (Complaints Portal), corresponding to a 6% increase compared to the same period of the previous year

Traditionally, this is the sector that generates most complaints and the increase in complaints leads the website to conclude that “there continues to be great dissatisfaction from consumers in relation to the service provided”. Service faults (35.3% of complaints), lack of support (26.8%) and contract termination requests (7.5%) are some of the reasons pointed out, as well as billing errors (23.5%)

MEO has more complaints, but leads in satisfaction

Pedro Lourenço, CEO and founder of the “Portal da Queixa by Consumers Trust“, said that “the need to continue working and learning at a distance”, due to the pandemic, “has created enormous pressure on the service provided by telecommunications operators, bearing in mind that they are ultimately responsible for ensuring the continuity of the digital economy”. However, Lourenço is firm: “There has been a marked improvement in the attempt by some operators to solve telecommunication problems”

MEO is the paradigmatic case: it leads in complaints, but it also leads in the so-called “Satisfaction Index”, the parameter of the portal “that objectively reflects the performance of brands and entities on Portal da Queixa, calculated considering their activity in the last twelve months, and the interaction of each one of them with users who made complaints”. In all, 42.4% of the complaints registered on the portal targeted the Altice subsidiary operator. However, it obtained a satisfaction index of 74.4 out of a possible 100 points. “Brands such MEO have demonstrated that proximity in times of uncertainty, is essential to keep customers satisfied and with reinforced trust, by showing efficiency levels above the sector’s average,” says Pedro Lourenço

NOS was the second operator with the most complaints (30.8% of complaints) but is the company in the sector with the lowest satisfaction index (34.3 out of 100). Vodafone has 20.8% of complaints, with a satisfaction index of 46.3 out of 100 points. As for NOWO, it had only 6% of registered complaints and a satisfaction index of 66.6 out of 100 points

The Portal da Queixa is a communication platform between brands and consumers, receiving about nine thousand complaints per month and more than 1.8 million monthly consumers.


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