The telephone sector had the worst average customer satisfaction during 2021 in a survey carried out by the company SoluCX. The methodology used was the NPS (Net Promoter Score), in which the participants evaluate how much they would recommend that brand to a friend or relative. In the last places of the ranking, appear “Telecom”, with an average of 8, “Banks” (40) and “Supermercadistas” (41).
Telecom companies appear with the “application/web environment” service as something motivating and “signal quality” and “service” as demotivating. The category of banks appears with the item “application/web environment” as positive, and “credit limit” and “fee package” as negative.
SoluCX took into account the opinion of 65,966 opinions on 190 brands, between 2020 and 2021, in the city of São Paulo. The survey was advanced to Broadcast.
best rated
E-commerce and the food industry ranked the best, with average NPS of 61 and 58, respectively. In third place, “fashion and clothing” appears, with an average of 57 points.
The research also pointed out which are the main positive and negative motivators within each category. “Product quality” and “variety” received the highest number of positive reactions in the e-commerce segment, and “value for money” and “delivery time” appeared with the highest number of negative reactions. In “food”, the services of “environment/facilities” and “service” were the positive highlights, and “promotions” and “value for money” are the negative ones.
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