For the third time running, MEO has been awarded the "Recommended Brand of the Year" trophy by Consumers Trust. The distinction rewards MEO for its high performance on the Complaint Portal platform, recognizing the ongoing relationship of trust and proximity it maintains with consumers.
MEO was a pioneering brand in adopting the Complaint Portal in 2012, as a channel of proximity to its customers who, if they have a problem, are quickly attended to with a view to resolving it. This positioning is indicative of the brand's customer care strategy, which emphasizes efficiency and quality in its communication processes and shows care in providing a fast and close service.
Thus, the analysis focused on the brand's connection with consumers - on the Complaint Portal platform - highlights MEO's excellent performance and concern to guarantee a high level of customer service.
MEO achieved a Satisfaction Index scored by consumers of over 80 points (out of 100), the highest in its category. The brand's high performance with customers is also corroborated by the Response Rate (100%) and the Resolution Rate (98.6%). These indicators show that the brand takes great care in resolving complaints via the Complaint Portal, demonstrating an attentive and close approach and, above all, a concern to achieve customer satisfaction.
Ana Figueiredo, CEO of Altice Portugal, emphasizes: "This award is a reflection of all the work carried out by various areas and teams that put their effort, commitment and passion into customer service. This is the third year in a row that we have achieved this distinction. But we're not going to stop there, because a leader has to aspire to more. A leader has to be a pioneer. A leader has to push the boundaries. And that's what we do every day to earn the trust of our customers. I believe that this type of platform, such as the Complaint Portal, is extremely important because it allows us to create transparency with our customers, learn, evolve and improve the quality of service in our relationship with consumers. Basically, it's another opportunity to work to be better, to earn trust and to continue to be the Portuguese people's favorite company."
Sónia Lage Lourenço, CEO of Portal da Queixa, highlights: "Once again, MEO has shown that it is on the side of its customers and consumers, providing them with excellent support through the Portal da Queixa. It has done so consecutively, maintaining a high performance in its category and showing that customer satisfaction is a priority in its Customer Service strategy. The "Recommended Brand 2023" distinction thus reflects the trust and recommendation of consumers, much due to the communication, proximity and support provided by the brand through the platform. It's a pleasure to be able to contribute to better communication between MEO and its customers, in terms of finding solutions for them. Many congratulations to the whole team for the results achieved."