A Anatel released the Satisfaction and Perceived Quality Survey for the year 2022, and the results are not good for some fixed broadband operators: sky It is Clear have customers with lower overall satisfaction. The agency also evaluated the operation, quality of information, telephone service, digital service and billing.
In addition to the fixed broadband service, Anatel also surveyed satisfaction and perceived quality for pay TV, fixed telephony, postpaid mobile and prepaid mobile services. A total of 88,200 interviews were carried out between July 2022 and January 2023, conducted by Kantar TNS.
Broadband customers are the least satisfied
The general satisfaction survey is important to understand the perception of users of a given operator. The results are formed from three questions: if the customer is satisfied, if he intends to stay in that company and if he would recommend it to someone else.
Among all surveys of general satisfaction, the broadband service reached the national average of 7.07 — it is the lowest index compared to pay TV, fixed and mobile. Anatel established the goal of reaching a score of 7.5 by the year 2027.
With a score of 6.5, the Sky is the internet operator with the fewest satisfied customers. Claro appears in the penultimate place, with 6.76 — it is a worrying position, especially when we consider that tele leads the market in number of customers.
It is also important to keep an eye on the TIM and Oi, which were below the national average. The best results were achieved by regional operators, such as Gigabyte, Unifique and Brisanet — they are the only ones with more than 7.5 points, Anatel’s goal for 2027.
| operator | General Satisfaction Index – Broadband |
|---|---|
| Gigabyte | 8.25 |
| unify | 8.18 |
| brisanet | 8.14 |
| Algar | 7.35 |
| Mob | 7.32 |
| Alive | 7.32 |
| Valenet | 7.31 |
| Hey | 7.03 |
| TIM | 7.00 |
| Clear | 6.76 |
| sky | 6.50 |
| national average | 7.07 |
Sky and Claro have lower operating quality
Another important parameter of Anatel’s survey is the working quality. Once again, Claro and Sky appear in the flashlight, with scores of 7.27 and 6.58, respectively.
It is worth noting that Oi is also below the national average for operating quality. Regional operators Gigabyte, Unifique and Brisanet were the best evaluated.
| operator | Operating quality – Broadband |
|---|---|
| Gigabyte | 8.15 |
| unify | 8.13 |
| brisanet | 8.12 |
| Algar | 7.56 |
| Mob | 7.56 |
| TIM | 7.46 |
| Valenet | 7.57 |
| Alive | 7.55 |
| Hey | 7.29 |
| Clear | 7.27 |
| sky | 6.58 |
| national average | 7.41 |
The agency also estimated the quality of consumer information. According to the study, interventions aimed at improving the consumer’s perception of the quality of operation and information tend to contribute to increasing satisfaction with the service.
Claro is once again in the spotlight, with a score of 6.58 in the consumer information indicator. TIM and Sky were also below the national average, while regional companies Gigabyte, Unifique and Brisanet lead the category.
| operator | Quality of consumer information – Broadband |
|---|---|
| Gigabyte | 8.10 |
| unify | 8.07 |
| brisanet | 7.89 |
| Valenet | 7.40 |
| Mob | 7.28 |
| Algar | 7.11 |
| Hey | 6.92 |
| Alive | 6.85 |
| sky | 6.72 |
| TIM | 6.79 |
| Clear | 6.58 |
| national average | 6.83 |
in relation to telephonic service, Claro also had the lowest score. The operator’s performance for this indicator was not positive in the other services, and, for this reason, Anatel will open a follow-up process to evaluate the quality.
| operator | Quality of telephone service – Broadband |
|---|---|
| brisanet | 8.14 |
| unify | 8.14 |
| Algar | 7.05 |
| Gigabyte | 7.86 |
| Valenet | 7.04 |
| sky | 6.57 |
| Mob | 6.56 |
| Alive | 6.46 |
| Hey | 6.43 |
| TIM | 6.15 |
| Clear | 5.86 |
| national average | 6.30 |
in the question chargeClaro, Sky and Vivo are below the national average:
| operator | Billing Quality – Broadband |
|---|---|
| Gigabyte | 9.40 |
| unify | 9.38 |
| brisanet | 9.16 |
| Valenet | 8.85 |
| Mob | 8.61 |
| TIM | 8.25 |
| Hey | 8.17 |
| Algar | 8.13 |
| Alive | 8.00 |
| Clear | 7.96 |
| sky | 7.81 |
| national average | 8.11 |
no longer service on digital platformsTIM had the worst classification, followed by Claro and Vivo:
| operator | Quality of digital service – Broadband |
|---|---|
| Gigabyte | 8.15 |
| brisanet | 8.08 |
| unify | 7.95 |
| Algar | 7.15 |
| Valenet | 7.10 |
| sky | 6.92 |
| Mob | 6.86 |
| Hey | 6.83 |
| Alive | 6.76 |
| Clear | 6.42 |
| TIM | 6.41 |
| national average | 6.71 |
O complete study is available on Anatel’s website. The survey also has data segregated by state and can help you discover the best and worst operators in your region.
