Lisbon transport are of less appeal to customers – Jornal de Negócios – Portugal

Among the 16 sectors assessed in the edition 2016 of the National Index of Customer Satisfaction (ECSI Portugal), the transport of the metropolitan area of Lisbon were the ones that presented the lowest level in relation to the expectations of the users.

According to the ECSI Portugal 2016, presented this Wednesday, December 28, by the NEW Information Management School, the transport of the metropolitan area of Lisbon have obtained a satisfaction rate of 6.17 points, with 14.3 percent of customers very satisfied.

In the antipodes was the sector of the gas in the bottle, recording the highest value, with a satisfaction rate of 8,01 points and 50,1% of customers were very satisfied.

the Following is the fuel sector, which presents an index of 7,61 points and 32.9% of customers very satisfied.

In the telecommunications sector, the subsector of the service, the mobile telephone displays a higher level of customer satisfaction. In the field of energy is the gas in the bottle that best meets the customers, while the natural gas and electricity, levels of satisfaction more low.

In the financial sector are the insurance that has a higher performance among the perceptions of the customers. And in the field of transport, considering the set of all variables in the study, the transport of the metropolitan area of Porto present values higher than those of the Lisbon transport.

however, by the fact that the public transport in the Lisbon metropolitan area show an increasing negative difference between the satisfaction index and the loyalty of the client, “showing good ability to gain the loyalty of their customers, despite lower levels of satisfaction achieved”, can be read in a statement. In the opposite scenario is if the gas in the bottle, that in spite of having a high index of satisfaction, does not have much ability to retain their customers.

In terms of complaints, the ECSI Portugal to 2016 points to pay-tv, phone service, mobile and fixed internet as the sub-sectors with the largest percentages, with a 26.4% and 24.9% for the remaining two, respectively. The sectors of the fuel and of the gas in the bottle are the sub-sectors with the proportions of claims lower, with 1.8% and 0.7%, respectively.

The study points to the sectors of electricity, transport of the metropolitan area of the Port and of the Waters as those that are an evolution accumulated over the last two years more pronounced.

In most of the sectors, the quality indexes apercebida and image are the ones that have a better performance. On the other hand, the indicators of value realized and claims are the ones that show the worst performances.

The sector of the gas in the bottle is the one that registers the highest values in the indicators of image, expectations, quality apercebida, satisfaction and complaints. The sectors of fuel, insurance (on a par with the gas in the bottle) and the banker the leading indexes of value realised, complaints and loyalty, respectively.