Whether due to disconnection of internet service, poor call quality or other problems, operating companies They have complaints about mobile service every day. The ranking of performance in handling complaints, carried out by the Supervisory Body for Private Investment in Telecommunications (Osiptel)showed that three of the four main telecommunications service providers improved their customer service dynamics.
These four supplier companies are Movistar, Clear, Entel and Bitel. None of the aforementioned managed to reach the minimum goal of 15 points during the first half of 2023. The results of the evaluation indicate that the general attention to complaints at the national level increased by 1.4 points. In the second half of 2022, the score was 12.3.
Which operating company best attended to complaints in the first half of 2023?
Bitel was once again the telecommunications service provider that obtained the best score, with 14.9 points. According to the analysis of Osiptelrecorded outstanding scores in early resolution of complaints, incidence of complaints and resolution motivation, all with approximately 20 points.
Clear is placed in second place. With a result of 14.3 points, the Peruvian subsidiary of the Mexican company rose 1.7 points compared to the last semester. It improved in the indicators of well-founded complaints and motivation for resolution. It still needs to overcome other aspects, such as speed in resolving complaints.
What is the operating company that responded worst to mobile service complaints?
Entel It is in third place, with 13.2 points. It advanced 0.7 points compared to the second half of 2023 and has better performance in the early resolution of claims, resolution motivation and incidence of claims.
The operating company that responded worst to complaints in the mobile service is Movistar. At the bottom of the ranking, with a score of 12.5, Telefónica’s multinational subsidiary in Peru must improve in the indicators of motivation for resolution, well-founded appeals, incidence of complaints and early resolution of complaints.
Movistar is the operating company that worst attended to mobile service complaints. Photo: Movistar Peru/Facebook
How many complaints to operating companies were registered in the first half of 2023?
As recorded OsiptelBetween January and June 2023, a total of 549,176 claims were submitted to the 4 main operating companies in Peru. Movistar had the highest percentage of complaints with 52.5% of the total.
Source: Larepublica
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