Metodología para la medición de la satisfacción de usuarios
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En la más reciente actualización al Régimen de Protección de los Derechos de los Usuarios de Servicios de Comunicaciones, se incluyó el requerimiento referente a que los operadores deben monitorear la satisfacción del usuario respecto a cada uno de los medios de atención por medio del indicador denominado Net Promoter Score (NPS). El NPS a pesar de ser un indicador ampliamente utilizado en diversos sectores, en este caso solo indaga acerca de la satisfacción del usuario frente a la atención recibida por un determinado canal y no permite tener una mirada general de la satisfacción del usuario que abarque todos los aspectos y momentos de la prestación del servicio. En este contexto, se propone un modelo de medición de la satisfacción de los usuarios de internet móvil, que además de contener el NPS, permite medir de una forma representativa y comparable la satisfacción de los usuarios del servicio de internet móvil en las principales ciudades de Colombia, abarcando la experiencia del usuario en todas de las fases del ciclo de prestación del servicio.
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