Portuguese consumers are showing increasing concern about what happens after a purchase. After-sales has become a problematic area, with a significant number of complaints arising related to issues that occur after the initial transaction. This trend represents a shift in how consumers view their relationship with brands and companies.
The complaint resolution rate is particularly concerning. According to available data, 40.3% of complaints receive no resolution whatsoever, meaning that nearly half of consumers who file complaints do not see their problem solved. This data reveals significant gaps in customer service on the part of companies.
Among the complaint reasons that grew most in the first half of 2026 are warranty refusals, insurance decisions, inadequate repairs, and refunds that are not processed. These problems directly affect consumer satisfaction and trust, who expect adequate follow-up after purchasing products or services.
