19/04/2013
Pesquisa divulgada nesta sexta, 18, mostra que boa parte dos consumidores do serviço de telefonia fixa está satisfeita com o serviço. A pesquisa, realizada pela empresa Meta Instituto de Pesquisa e contratada pela Anatel, que ouviu pelo telefone quase 25 mil usuários da telefonia fixa, levou em consideração os seguintes fatores, que foram avaliados pelos pesquisados em uma escala de 1 (muito insatisfeito) a 5 (muito satisfeito): atendimento, tarifas e preços, qualidade das ligações, manutenção, informações e conta e serviços.
A média ponderada da avaliação dos respondentes gerou um “nível geral de satisfação”, em que o maior percentual ficou na categoria “satisfeito”, 43,5%. O segundo maior percentual, entretanto, ficou na categoria “nem insatisfeito, nem satisfeito”, com 40,7%, que representa, conforme explicou Flavio Silveira, diretorpresidente da Meta Instituto, aqueles que não consideram o serviço nem ruim nem bom. Os extremos tiveram pouca representatividade. A categoria de totalmente insatisfeito teve um percentual de 1,8% e a de totalmente satisfeito 2,9%. A categoria insatisfeito teve percentual de 11%.
Desconsiderando os que não estão nem satisfeitos, nem insatisfeitos, tem-se que aqueles que têm avaliação positiva do serviço superam os que têm avaliação negativa. Apesar dos resultados positivos, a avaliação do superintendente de serviços públicos da Anatel, Roberto Pinto Martins, não é tão otimista. Ele observa que um índice de consumidores insatisfeitos de 13% com a telefonia fixa representa um universo de mais de 4 milhões de consumidores, o que é muito.
"Eu penso que toda a empresa deveria buscar a felicidade do seu usuário. Temos que trabalhar para colocar todo mundo dessa escala pelo menos no razoável”, diz ele em referência ao nível dos que declararam não estar satisfeitos nem insatisfeitos.
O superintendente espera que as empresas possam usar os dados para identificar onde estão falhando. As informações brutas serão divulgadas, segundo ele, e as empresas terão os dados do seu desempenho por UF. "É claro que a pesquisa não soluciona todos os problemas , mas nós temos um belo diagnóstico. E interessa para a gente ter essa medida, fazer o acompanhamento. Tanto a Anatel quanto as empresas têm que mergulhar no estudo”.
Por empresa
Na avaliação, segmentada por empresa, a empresa que teve maior percentual na média ponderada no índice “satisfeito” foi a GVT com 61,4%. A empresa que teve o percentual mais baixo de respostas do índice “satisfeito” foi a Telefônica com 35,2%. Na categoria “totalmente satisfeito” a companhia que mais teve respostas foi a CTBC com 6%. Na categoria “totalmente insatisfeito”, quem teve o maior percentual foi a Telefônica, com 3,4%.
Dentre os fatores avaliados, alguns pontos chamam a atenção. No fator atendimento, o maior número dos entrevistados (41,5%) disse não estar satisfeito nem insatisfeito, 30,5% satisfeito, 20,2% insatisfeito e 7,8 % totalmente insatisfeito. Não houve número significativo de “totalmente satisfeito”. Na categoria qualidade das ligações, os satisfeitos e totalmente satisfeitos somam 78,5%. O nível de serviço também teve boa concentração de respostas em satisfeito e totalmente satisfeito, 73,2%.
TUPs
O desempenho em relação à percepção do usuário sobre os TUPs (o único serviço pesquisado com entrevistas pessoais) não foi positiva como a telefonia fixa. Apenas 1,1% declararam estar satisfeitos com o serviço. Martins explica que a pesquisa foi realizada antes da cautelar da Anatel que determinou a gratuidade das ligações, até que as empresas adequassem o funcionamento da planta aos níveis exigidos pela agência. “Provavelmente, a pesquisa não reflete os números que nós temos aqui. Depois que a Anatel implementou aqueles compromissos, o nível de reclamação sobre os TUPs na Anatel caiu quatro vezes”, diz ele.
Fases
A pesquisa abrangeu também os serviços de telefonia móvel (quase 83 mil usuários) e de TV por assinatura (58 mil usuários na soma de todas as tecnologias), que terão seus resultados divulgados dia 23 de abril em Recife e 25 de abril em São Paulo, respectivamente. Segundo Martins, os dados brutos serão disponibilizados pela agência ao final dessa etapa de divulgação.
Fonte: Helton Posseti - Teletime
Copyright © 2015 ABRAFIX - Associação Brasileira de Concessionárias de Serviços Telefônico Fixo Comutado. All Rights Reserved.
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