On a scale of 1 to 10, the pay-TV service had an average customer satisfaction index of 7.15, its internet service having reached the first position, with 6.91.
Customer satisfaction is one of the pillars of Portugal Telecom, and the company has already given proof of its commitment. According to the ECSI Portugal 2008 – National Customer Satisfaction Index Report, brand Meo showed one of the highest customer satisfaction levels in Portugal, in the telecommunications sector.
As to the pay-TV service, this brand from PT marks “a statistically significant distancing relative to the remaining brands researched (ZON et al)”, says Anacom’s study (Portuguese telecoms regulator). Meo stands out from the remaining services and shows an average customer satisfaction index of 7.15 – on a scale of 1 to 10.
In the Internet service, Meo/Sapo also stood out, reaching the first position of the classification with an average customer satisfaction index of 6.91, followed by all the mobile internet operators.
As to the wireline service, the ‘other brands’ group showed the highest customer satisfaction indices, followed by PT/Meo; in the mobile service, TMN occupied the second position with a 7.32 index, right after Vodafone with 7.79.
This study, developed by the Higher Institute for Statistics and Information Management of the New University of Lisbon in partnership with the Portuguese Quality Association and the Portuguese Quality Institute presents the results of the evaluation of consumer perception in the communications sector, namely wireline and wireless network services, internet access, pay-TV distribution and postal services.