A Anatel released this Wednesday (5) the results of the Satisfaction and Perceived Quality Survey for the year 2022, and Claro received the worst evaluation for its telephone service. Due to the low score, the agency will open a follow-up process against the operator.
According to Cristiana Camarate, Superintendent of Consumer Relations at Anatel, the quality of the telephone service drew attention for having the worst rating among all services. In this way, the agency will initiate a follow-up process against Claro, the operator that received the lowest evaluation.
Camarate does not rule out that follow-up processes are also opened for other operators, and Anatel will evaluate the need for this expansion. In the case of Claro, the superintendence will demand immediate follow-up.
It is worth mentioning that the process that will be opened against Claro is a follow-up process, and does not have a sanctioning content. Anatel will identify, together with the service provider, the causes that caused the deterioration in the assessment and eventually propose solutions; if the measures are not adopted, the process may become sanctioning.
O Technoblog sought Claro to comment on the Anatel process, but the operator sent a response until the publication of the matter.
Quality ranking in telephone answering
Check below the ranking of telephone service quality from Anatel’s survey. The study segregates the grades for fixed broadband services, postpaid cell phone, prepaid cell phone, fixed telephone and cable TV.
Claro had a score lower than the national average in four of the five categories. Tele’s worst evaluation was in the fixed broadband service — the operator leads the market in number of customers and recently launched a new plan with a speed of 750 Mb/s.
fixed broadband
| operator | Note – telephone answering |
|---|---|
| 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 |
postpaid mobile
| operator | Note – telephone answering |
|---|---|
| Algar | 7.13 |
| Clear | 6.44 |
| Alive | 6.26 |
| Oi customers migrated to Vivo | 6.24 |
| Oi customers migrated to Claro | 6.10 |
| Oi customers migrated to TIM | 6.09 |
| TIM | 6.00 |
| national average | 6.86 |
prepaid mobile
| operator | Note – telephone answering |
|---|---|
| Clear | 7.43 |
| Algar | 7.35 |
| Oi customers migrated to Vivo | 6.89 |
| Alive | 6.81 |
| Oi customers migrated to TIM | 6.78 |
| TIM | 6.61 |
| Oi customers migrated to Claro | 6.59 |
| national average | 6.93 |
Fixed telephony
| operator | Note – telephone answering |
|---|---|
| unify | 8.05 |
| Algar | 7.17 |
| Alive | 7.07 |
| Clear | 6.73 |
| TIM | 6.73 |
| Hey | 6.58 |
| national average | 6.78 |
cable TV
| operator | Note – telephone answering |
|---|---|
| unify | 8.09 |
| Alive | 6.64 |
| sky | 6.56 |
| Hey | 6.41 |
| Clear | 5.74 |
| national average | 6.16 |
