Movistar leads the list of operators with the worst customer service

The Supervisory Agency for Private Investment in Telecommunications (Osiptel) presented the ranking of Customer Support of the main operators in the country, such as Movistar, Claro, Entel and Bitelduring the second semester of 2022. What company Is it considered the worst in quality of customer service? We tell you here.

From this study, the supervisory body measures the performance in the quality of customer servicefrom the beginning of the process to the response or result, through any consultation channel: face-to-face, telephone or digital.

This evaluation includes dimensions of the care process on a scale from 0 to 20 points: accessibility (availability of service channels), digitization (adoption of new technologies), answer’s capacity (speed and efficiency in attention), empathy (commitment to user problems), fulfills what was promised (reliability) and veracity (provides correct information).

Which operator has the worst customer service?

The ranking indicates that bitel remains in first place with 14.4 points; follows him Entel with 14.3. Third place is occupied Clear, with 14 points; while Movistar It remains the operator with the lowest service performance, since the first half of 2021, registering 11.9 points.

Although the companies present slight advances, they have a global indicator that remains below the initial goal, whose minimum performance is 15 on a 20-point scale.

How should Movistar, Claro, Entel and Bitel improve?

• bitel requires improvement in digitization (9.2) and response capacity (11.4) indicators.
• Entel requires improvement in the indicators of response capacity (12.4) and empathy (13.2).
• Clear requires improvement in indicators of empathy (9.2) and responsiveness (10.3).
• Movistar It requires improvement in the indicators of response capacity (7.7), empathy (9.6) and fulfills what was promised (11.5).