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Operators mobile connection According to a recent study by the Telecommunications Private Investment Supervisory Authority (Osiptel), those operating in Peru do not achieve a minimum level of attention to complaints.
According to the Performance in Claims Attention ranking conducted in the second half of 2021, none of Business assessed can achieve the minimum global goal of 15 out of 20 points.
This assessment includes the number of claims, early resolution of claims, reasons for decisions, timeliness of decisions, justified appeals and justified complaints.
operator Claro received the highest score with a score of 11.69, as it performed best in resolving valid claims and appeals as quickly as possible. But they indicate that the number of valid claims and complaints should improve.
In second place was Bitel with a score of 11.66 due to superior performance in claim frequency, resolution motivation, and resolution capability. Early resolution of claims, valid appeals and valid complaints needs to be improved.
Third place went to Movistar with a score of 11.31 in the Justified Complaints Index. Osiptel indicates the low efficiency of early resolution of claims, as well as the opportunities for resolution and claims.
Finally, the company with the worst response to customer complaints is Entel. The operator registered a score of 9.05 points due to poor performance in motivating the decision, justified appeals and justified complaints.
“The Claims Handling Performance Ranking corresponding to the second half of 2021 confirms that all Business Operators must continue to improve claims management in order to increase user satisfaction,” notes Osiptel.
How many applications were made?
Until the end of last year alone, 878,313 claims were reported to the public mobile phone service in four countries. operators mentioned telephony.
More than half of the claims (53.65%) came from Movistar customers, with 24.45% from Claro users, 17.14% from Entel and 4.76% from Bitel.
Source: RPP
I am Dylan Hudson, a dedicated and experienced journalist in the news industry. I have been working for Buna Times, as an author since 2018. My expertise lies in covering sports sections of the website and providing readers with reliable information on current sporting events.