📋 Tender Overview
Bitel was the only one of the four main mobile public service operators that reached the minimum expected goal of 15 points in the attention of user complaints during the second half of 2022 while Movistar registered a disapproving grade of 10.5 points reported the Supervisory Agency for Private Investment in Telecommunications OSIPTEL.The results of the Performance Ranking of Claims Attention revealed that although the general indicator of claims attention at the national level improved with respect to the first half of 2022 it went from 11.3 to 12.3 points Entel Movistar and Claro fell in its score must continue to improve in the management of claims to raise user satisfaction because they did not manage to get the minimum grade of 15.According to the evaluation carried out by the regulatory body in the second half of 2022 Bitel went from second place in the ranking of the previous period 12.4 points to the first position obtaining a score of 15 after achieving a better performance in the indicators of founded complaints motivation for resolution and incidence of claims. However it requires improvement in the indicators of early resolution of claims speed to resolve and well-founded appeals.For its part the operating company Claro was displaced to second place with 12.6 points a score slightly lower than that achieved in the first half of 2022 12.9. Although it has a high score in the indicators of resolution motivation and well-founded complaints it needs to improve in the indicators of early resolution of claims speed to resolution well-founded appeals and incidence of claims.Entel remained in third place with 12.5 points but showed progress compared to the first half of 2022 11 having obtained the best performance in the indicators of early resolution of claims motivation for resolution and incidence of claims. However it requires improvement in the indicators of appeals and substantiated complaints.At the other extreme Movistar was the only operating company with a disapproving grade in the attention of user claims with 10.5 a score that kept it in fourth place as in the previous period where it registered 9.2 points. In the second half of 2022 it performed well in the indicator of speed to resolve but needs to improve in the indicators of incidence of claims appeals and well-founded complaints.This ranking measures the performance of mobile operating companies in the face of the inconveniences presented by users based on a biannual evaluation that includes six indicators incidence of claims early resolution of claims motivation of resolutions speed to resolve well-founded appeals and founded complaints as well as their percentage weighting.OSIPTEL has been carrying out this measurement since the first half of 2020 which allows analyzing the evolution of the performance of each operating company at the national level. Thus it is evident that the general indicator of attention to claims at the national level has continued to grow since the second half of 2021 going from 11 points to 12.3 points in the second half of 2022.In addition between the second half of 2021 and 2022 operating companies have improved mainly in the indicators of application of advance claims solutions and in the speed to be resolved.It should be noted that in the second half of 2022 622503 claims were filed corresponding to the public mobile service offered by the four main operating companies. Of this total of claims 358746 corresponded to Movistar. It was followed by Claro 153944 Entel 88974 and Bitel 20839.For more information and analysis of the results you can access the Performance Ranking in the Attention of Claims 2022-II through the following link httpssociedadtelecom.pe20230429ranking-de-desempeno-en-la-atencion-de-reclamos-del-servicio-publico-movil-2022-ii-semestre
