The pay-television has replaced the power supply as the service that discontent causes those households, who happens to share the second position with the fixed broadband, according to the results of the Household Panel of the National Commission of Markets and Competition (CNMC) for the second quarter of 2018.
In particular, 18.6% of the households said they were little or no satisfied with this service, compared to 15.5% recorded in the fourth quarter of 2017 and 17.7% from a year ago. For its part, fixed broadband and electricity recorded a 17.3 per cent of households dissatisfied, compared with 17% and 19% of the earlier surge, respectively.
By contrast, the mobile telecommunications services have better user ratings, the percentage of consumers dissatisfied is around 11%. In the case of natural gas, the percentage of dissatisfied customers grows three percentage points in a year and goes from 11.9% to 14.9%.
As has already occurred in other waves of the Panel, the data indicate that the main reason for dissatisfaction of households with the services is their high price, especially in the case of electricity and gas, since that is the reason for that argue the 91% of households dissatisfied with electrical service, and 86% of the households are dissatisfied with the gas service.
In the broadband services, the second reason for complaint is the lack of quality of the service, such as, for example, supply interruptions, and in telephony the lack of clarity of invoices (fixed service) or a poor perception of customer service (mobile service).
The CNMC points out that on the whole the data from the second quarter of 2018 show an increasing dissatisfaction of users with the prices of the services, with the exception of electricity prices, but he adds that the field work of this Panel was conducted before the escalation of prices of the light of the second half of 2018.
For most services, the perception about the care of the companies supplying services to its customers is similar to that of the second quarter of 2017, as the levels of dissatisfaction in this aspect, they are around 15%.
Services with more claims
Regarding the number of claims, the Panel notes that, as it is happening in the last few years, the service claims it is the fixed broadband, already a 17% of the users have claimed once in a year, compared to 15% of the panel a year ago.
In this line, he adds that they have also grown claims in fixed-line telephony, spend from 10 to 13%, while the service with less claims continues to be natural gas with a 6%.
as to the reasons for the complaints, the main complaint are the problems in the billing, confirming the trend registered in the last waves of the Panel. However, in the case of fixed broadband, the main reason to file a claim is the lack of quality of service (59%).
