Vivir mejor - Entel

945,429 subscribersMBB services (including data cards for mobileapplications)Entel, December 2011(2010: 550,879)Net Customer SatisfactionTELEPHONY SERVICEConsumers Postpaid Segment (August 2011)Percentage of customer satisfactionEntel Visa CardThe new Entel Visa credit card was launched onto the marketin November 2011, a product that is the result of a long-termpartnership between the company and Banco de Chile.100%80%+24 pp +40 ppThe product will help Entel to reinforce and promote thecommercial offer.In 2011, the quality of Entel’s mobiletelephony service was recognizedby two important prizes:first place in its category in theNational Customer SatisfactionSurvey, run by ProCalidad, forthe ninth year running, and BestCustomer Expedience for 2011,awarded by the Ibero-AmericanAssociation for Company-CustomerRelations.60%40%20%0%68%Consumers SegmentSIZE OF GAP44%28%entel COMPANY B COMPANY CInternal Customer Satisfaction Tracking GFK - AdimarkEntel achieved a net satisfaction level of 68% in the August 2011 customersatisfaction tracking in a study that gathered opinions from mobiletelephone customers with postpaid contracts throughout the country, consideringsignal, coverage, and quality of communication. This result representsa gap of 24 percentage points between Entel and the second-highestranking company.At the end of the year, there were already 13,000 cardholders,with the card being promoted in the 32 Entel´s stores andthrough remote service channels such as its website and callcenters.The principal aim of the new card is to ensure the loyalty ofEntel customers by providing benefits associated with bothEntel and Banco de Chile services. These include the ability tocollect Entel Zone points and qualify for special discounts onevents sponsored by Entel, as well as benefits associated withBanco de Chile cards.Both companies, backed by the value of their brands, have setout to make the card the most important in the telecommunicationsindustry.61Report 2011