Straight Translation from DN
Over the past year, the Portal da Queixa (http://www.portaldaqueixa.com/) has received 1,284 complaints from consumers in the Autonomous Region of Madeira.
This total shows an increase of 18% compared to the number of complaints received in 2017 (1,090) and almost double those registered in 2016 (705).
According to the data provided to DAILY by the Complaint Portal, of the 1,284 complaints received, 64% were answered by the brands or entities that the consumers complained about.
Among the brands most claimed by the Madeirans, we can mention CTT (119 complaints), Meo (79), TAP (46), Social Security (34), eDreams (32), Worten (32), NOS (28), CTT Expresso (26), Pingo Doce (14) and GLS (13)
The information provided by the Complaint Portal also reveals that among the brands that received the least response were TAP (30 complaints), Social Security (25), Funchal City Hall (6), Tax and Customs Authority (5) , Easyjet (5), PortalB2B (5), GLS (5), Samsung (4), ViaBuy MasterCard (4) and the National Pension Center (4).
“As can be seen from the analysis of both tables TAP and Social Security are the least responsive and are also at the top of the most demanded,” adds the entity.
250 complaints per day
Portal da Queixa, the largest social network of consumers in Portugal, has more than 300 thousand registered users, and has an average of 9 thousand new registrations every month.
With 1 million unique visitors per month that generate 3 million page views / month, Portal da Queixa received, between January and December 2018, an average of 250 complaints per day (close to 90 thousand a year). However, it is noteworthy that 98% of visitors do not make a complaint, only view the complaints of only 2% of visitors who register complaints.
Pedro Lourenço, CEO of the Portal da Queixa, evaluates these results as positive conclusions and explains: “While a few years ago, the relationship between brand and consumer was mostly private, today, brands are publicly tested and evaluated in the solve problems with their customers. Thus, the current consumer – increasingly online – seeks to obtain the guarantee of trust in the brand, through the opinion of other consumers in platforms such as the Portal of Complaint, and this has a very large impact on the actual perception of the brand in the market.”