{"id":13835,"date":"2020-04-03T10:06:19","date_gmt":"2020-04-03T10:06:19","guid":{"rendered":"http:\/\/localhost:8080\/?p=13835"},"modified":"2020-04-03T10:06:19","modified_gmt":"2020-04-03T10:06:19","slug":"telecoms-une-decrue-historique-du-nombre-de-plaintes-en-2019","status":"publish","type":"post","link":"https:\/\/dev.cfecgc-orange.app\/index.php\/2020\/04\/03\/telecoms-une-decrue-historique-du-nombre-de-plaintes-en-2019\/","title":{"rendered":"T\u00e9l\u00e9coms\u00a0: une d\u00e9crue historique du nombre de plaintes en 2019"},"content":{"rendered":"

\"afutt<\/p>\n

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Source : Observatoire des plaintes et insatisfactions recueillies et analys\u00e9es par l\u2019AFUTT sur l\u2019ann\u00e9e 2019<\/p>\n<\/figure>\n

L\u2019Association fran\u00e7aise des utilisateurs de t\u00e9l\u00e9communications (Afutt) vient de publier le mill\u00e9sime 2019 de son Observatoire des plaintes et insatisfactions<\/a>. Le volume de plaintes recueilli l\u2019ann\u00e9e derni\u00e8re, en recul de 60% par rapport \u00e0 2018 (1279 contre 3170), est le plus faible depuis la cr\u00e9ation de cet Observatoire. L\u2019organisme temp\u00e8re toutefois l\u2019enthousiasme que pourrait susciter ces chiffres :<\/p>\n

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Les autres instances collectant les insatisfactions des consommateurs constatent \u00e9galement une baisse de volume mais n\u00e9anmoins \u00e0 un moindre degr\u00e9. Cette baisse de volume est une bonne nouvelle mais elle ne peut toutefois \u00eatre interpr\u00e9t\u00e9e comme un indice certain d\u2019une am\u00e9lioration de la qualit\u00e9 des services dans les m\u00eames proportions, car le manque de r\u00e9activit\u00e9 des op\u00e9rateurs peut avoir entrain\u00e9 une d\u00e9ception des utilisateurs devenus de ce fait fatalistes et moins enclins \u00e0 manifester leur insatisfaction.<\/p>\n<\/blockquote>\n

Tous les op\u00e9rateurs contribuent \u00e0 cette baisse, qui est cependant moins marqu\u00e9e chez Orange (-54%, avec 295 plaintes en 2019 contre 637 plaintes en 2018) que chez certains de ses concurrents, Bouygues Telecom (-71%), et SFR (-54%), qui concentre quand m\u00eame toujours pr\u00e8s de 45% des plaintes enregistr\u00e9es.<\/p>\n

Plus d\u2019informations dans Capital<\/a> \u2013 Alexandre Loukil \u2013 02\/04\/2020<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

Source : Observatoire des plaintes et insatisfactions recueillies et analys\u00e9es par l\u2019AFUTT sur l\u2019ann\u00e9e 2019 L\u2019Association fran\u00e7aise des utilisateurs de t\u00e9l\u00e9communications (Afutt) vient de publier le mill\u00e9sime 2019 de son Observatoire […]<\/p>\n","protected":false},"author":1,"featured_media":13833,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[128],"tags":[],"class_list":["post-13835","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-actu-telecoms"],"blog_post_layout_featured_media_urls":{"thumbnail":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2020\/04\/afutt_042020-150x150.jpg",150,150,true],"full":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2020\/04\/afutt_042020.jpg",600,300,false]},"categories_names":{"128":{"name":"T\u00e9l\u00e9coms","link":"https:\/\/dev.cfecgc-orange.app\/index.php\/category\/revue-de-web\/actu-telecoms\/"}},"tags_names":[],"comments_number":"0","wpmagazine_modules_featured_media_urls":{"thumbnail":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2020\/04\/afutt_042020-150x150.jpg",150,150,true],"cvmm-medium":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2020\/04\/afutt_042020.jpg",300,150,false],"cvmm-medium-plus":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2020\/04\/afutt_042020.jpg",305,153,false],"cvmm-portrait":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2020\/04\/afutt_042020.jpg",400,200,false],"cvmm-medium-square":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2020\/04\/afutt_042020.jpg",600,300,false],"cvmm-large":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2020\/04\/afutt_042020.jpg",600,300,false],"cvmm-small":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2020\/04\/afutt_042020.jpg",130,65,false],"full":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2020\/04\/afutt_042020.jpg",600,300,false]},"_links":{"self":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts\/13835","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/comments?post=13835"}],"version-history":[{"count":0,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts\/13835\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/media\/13833"}],"wp:attachment":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/media?parent=13835"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/categories?post=13835"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/tags?post=13835"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}