Brazil has a strong track record of satisfying users in the telecommunications sector when compared to other developed countries. It excels in user satisfaction with fixed internet services, as measured by the Net Promoter Score (NPS), and its satisfaction levels for mobile services are slightly above the international average.

These levels of satisfaction with fixed internet services could be attributed to two possible factors: the quality of service is high due to the rapid adoption of fiber, and the offers are transparent and easy to understand, making it simple for users to choose the best option for their needs.

Enhancing telecom services — cost-effectiveness is key for satisfaction

Our analysis reveals a direct and positive correlation between the NPS and the price of mobile offerings, as well as between NPS and the speed of fixed internet offerings. These findings underscore the importance of cost-effectiveness in satisfying users. Furthermore, customers who are served with fiber report significantly higher satisfaction levels than those served with copper or cable. Postpaid mobile phone plans also generate a higher NPS compared to control and prepaid plans.

Monetizing services is crucial as it not only boosts revenue through higher invoice values but also enhances customer satisfaction and retention, thereby significantly increasing the long-term customer lifetime value.

Overall, Brazil performs well in terms of user satisfaction in the telecommunications sector when compared to other developed countries, with the cost-effectiveness of offerings one of the key drivers. In the current telecommunications landscape, with its declining margins and returns, this is a lever that cannot be underestimated.

Based on our annual Global Consumer Survey, we explored in depth Brazilian consumer profiles and trends in relation to telecoms services, allowing us to analyze their satisfaction with the leading companies in the sector using NPS.