Claro and Vivo have more satisfied mobile telephony users, says Anatel – Telecomunicações – Tecnoblog

A Anatel released a survey measuring the satisfaction and perceived quality by telecom consumers in 2021. In mobile telephony service, Of course e Vivo it was the large operators that led the indexes and achieved the best results.

Claro and Vivo stores in São Paulo (Image: Felipe Ventura / Tecnoblog)
Claro and Vivo stores in São Paulo (Image: Felipe Ventura / Tecnoblog)

Anatel’s survey was carried out between July 12 and December 9, 2021, with 81,900 telephone interviews with telecommunications users. In all, nine providers of mobile telephony, fixed telephony, pay TV and fixed broadband were evaluated.

The scores range from zero to 10 and reflect consumers who consider themselves not at all satisfied to very satisfied. Anatel has criteria (which were not disclosed) for a technical tie, which can be observed in certain federative units in the executive report.

Check below the overall national satisfaction index of the four major operators:

operator Overall Satisfaction
Prepaid mobile phone
Overall Satisfaction
Postpaid Cell Phone
Of course 8,13 7,61
Vivo 7,83 7,56
TIM 7,75 7,36
Hey 7,49 6,78
national average 7,82 7,39

Anatel also discloses the regionalized notes in the executive report. Altogether, Claro remained in first place in 25 Brazilian states, followed by Vivo (18 states), TIM (13 states) and Oi (8 states).

Oi Móvel has the worst overall satisfaction rate

To arrive at the overall satisfaction index, Anatel measures the quality of digital service, telephone service, billing, operation and consumer information. The regulator reminds that the results are understood in terms of perceived quality – that is, the consumer’s perception created in the hiring process, even if the technical parameters are good.

Check out the scores for Claro, Oi, TIM and Vivo in the national consolidated mobile telephony quality:

Indicator prepaid postpaid
digital service Clear (7.67)
TIM (7,36)
Vivo (7,26)
Hi (7.03)
Clear (7.26)
Vivo (6,98)
TIM (6,95)
Hi (6.61)
Telephonic service Clear (7.26)
TIM (6,52)
Vivo (6,39)
Hi (6.10)
Clear (6.66)
Vivo (6,21)
TIM (6,12)
Hi (5.80)
Charge
recharge
Clear (7.92)
TIM (7,59)
Hi (7.59)
Vivo (7,44)
Clear (8.35)
TIM (7,92)
Vivo (7,88)
Hi (7.78)
Operation Clear (7.73)
TIM (7,58)
Vivo (7,56)
Hi (7.16)
Clear (7.68)
Vivo (7,53)
TIM (7,47)
Hi (6.89)
consumer information Clear (7.72)
Vivo (7,48)
TIM (7,45)
Hi (7.12)
Clear (7.36)
Vivo (7,02)
TIM (6,88)
Hi (6.52)

Oi remained in last place in all indicators, with the exception of charging and recharge for prepaid service. Claro obtained the first position on the podium in all categories, while Vivo and TIM alternated the second place.

One of the curious aspects of Anatel’s survey is the fact that prepaid consumers are more satisfied with the cellular service than postpaid users, who have a higher monthly price. Fábio Koleski, manager of Anatel, explained that the prepaid category usually has simpler plans, and that greater clarity in the packages helps in the result.

Control represents 52% of postpaid accesses

An interesting data brought by Anatel’s research is the percentage of users with a control plan: 52.4% of post-paid contract consumers have this type of billing, which has a fixed monthly price without overpayment. Compared to 2020, there was a 4.3% reduction in the category.

For operators, this is good: pure postpaid plans are more expensive, with a monthly price above R$100. In control, it is common to have plans in the range of R$50 per month, responsible for attracting prepaid customers who want to increase consumption with mobile telephony.

Today, there are few characteristics that differentiate pure postpaid from control. With a defined internet package and unlimited calls to any operator, the advantages of the more expensive plans boil down to higher data allowances, built-in applications, family packages and international roaming.

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