The Office of the Commissioner for Electronic Communications Regulation (BEREC) carried out, for the first time, a survey on consumers' perceptions on issues related to the quality of fixed broadband access service. The structured questionnaire was prepared by GERET's Market Observatory team with a sample of 1019 respondents (632 urban areas and 387 rural areas) and was conducted during the period 12 - 28 September 2022 by RAI Consultants Ltd, the project contractor.
The main results are as follows. Furthermore, 8 out of 10 consumers (82%) do not measure the performance of their fixed internet connection. 87% do not know the performance details of their connection as outlined in their provider's contract/website and 71% said they do not know their rights and/or complaints procedures. All of the above appears to stem from consumers' tendency not to study their contracts. [*]Consumers connect to the internet mainly via a wireless connection (wifi) (90%) and the main device used for access is their mobile phone (80%). [*]The level of satisfaction with the fixed internet service was 8.2/10 and 7.8/10 for value for money. [*]The top 2 reasons for choosing a provider for internet services were "Reliable company/most reliable network" (28%) and "Best prices/cheapest" (21%). [*]The top 3 reasons why consumers would switch fixed broadband provider were "Cheaper charges/better offers from provider" (33%), "Poor network quality/unreliable network" (30%) and "Increase in prices/charges/default by my provider" (26%). [*]69% of consumers do not notice the phenomenon of poor connection quality at a specific time, while the phenomenon is most often observed between 18:00-20:00 (10%) and 20:00-22:00 (16%). [*]In the last 12 months, 30% of consumers said they had experienced a problem with their fixed internet connection service, with the main problem being service operation (e.g. slow or lost connection), while the vast majority (87%) made a complaint to their provider. The average satisfaction with the handling of complaints by the provider was 7.8/10.
For detailed results of the survey, click here.
(NΓ/ΣΧ)
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