Petroc Taylor
Research expert covering global developments in the use of data
Get in touch with us now| Characteristic | Residential customer claims |
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Source
Sources
Release date
March 2020
More information
Region
Spain
Survey time period
4th quarter of 2018
Special properties
claims submitted by residential customers, by phone, fax, mail, e-mail, etc.
Supplementary notes
The data used are those published by the operators as of the date of the report preparation, so they may be modified later due to corrections made by the operator or as a result of the relevant audit.
The frequency of customer complaints is defined as the ratio between the total number of complaints related to the mobile telephone service made by residential customers and the average number of active residential customers in the quarter. A complaint is considered any expression of dissatisfaction or a negative observation from the customer regarding the mentioned services. It should not be confused with a request for information, technical consultation, or clarification requested by the customer from their operator. The reporting of a fault will not be considered a complaint, although a complaint about a fault notification will be.
For these purposes, any expression of dissatisfaction or a negative observation from the customer regarding the mentioned services is considered a complaint.
It should not be confused with a request for information, technical consultation, or clarification requested by the customer from their operator. The reporting of a fault will not be considered a complaint, although a complaint about a fault notification will be.
Separate measurements of this parameter are made for fixed service and mobile service.
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