Usuarios otorgan pésimas calificaciones al servicio de telefonía en Venezuela

El 54 por ciento de los usuarios de telefonía experimentó problemas frecuentes al momento de usar la prestación, destacó la primera encuesta en línea sobre calidad de servicio, realizada por la Comisión Nacional de Telecomunicaciones (Conatel).

Asimismo, otro 42 por ciento de los 1.826 participantes denunció problemas esporádicos en la provisión del servicio. El estudio, realizado entre el 29 de octubre de 2014 y el cuatro de febrero de 2015, recogió a través del portal del regulador las opiniones de los usuarios de telefonía fija y móvil.

Además, 44 por ciento de los entrevistados calificó al servicio como regular, 18 por ciento como malo y nueve por ciento como muy malo. En suma, la insatisfacción alcanzó al 71 por ciento de los encuestados.

Del total, 50 por ciento confesó que casi nunca presentó un reclamo ante los operadores y otro 15 por ciento nunca lo hizo. En términos de atención al cliente, el 51 por ciento dijo que pocas veces recibió una respuesta adecuada y otro 19 por ciento nunca la recibió.

Para el 41 por ciento, los operadores se esfuerzan poco en atender y compensar los reclamos, 18 por ciento manifestó que no se esfuerzan en absoluto y 13 por ciento confesó desconocer si hacen esfuerzo alguno en este sentido.

El 97 por ciento de los encuestados admitió utilizar los servicios de telefonía con mucha frecuencia, 79 por ciento prefiere el uso de la tecnología móvil y 76 por ciento reporta poseer un smartphone. Sin embargo, el 63 por ciento se autodefinió como “usuario promedio” en cuanto a su pericia en el manejo de estos dispositivos. La telefonía fija y móvil alcanzaron penetraciones de 82 y 99 por ciento, respectivamente, coincidentes con los informes elaborados por la Conatel.

 

Andrés Krom
Andrés Krom se graduó en la Tecnicatura de Periodismo de TEA (Buenos Aires). Durante su carrera trabajó en varios medios de comunicación online en el sector de tecnología y telecomunicaciones. Sus artículos han sido replicados por importantes medios gráficos en países como Argentina, Bolivia, Nicaragua, Panamá, Venezuela y publicaciones regionales.

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