The Office of the Commissioner for Electronic Communications Regulation (BEREC) has carried out the second in a series of surveys on consumers' perception of the quality of mobile telephony service. The structured questionnaire was prepared by GERET's Market Watch team with a sample of 800 respondents (400 in urban areas and 400 in rural areas) and was conducted during the period 01 September to 07 September 2022 by Pulse Market Research Ltd, the contractor of the project.
The main results of the survey are as follows. The most important reasons for choosing a mobile operator are reliability, best network coverage, best prices/offers and best packages. Compared to the previous consumer survey (September 2021), best prices/offers (26%) from 3rd reason for choosing a mobile phone provider is presented as 1st with 35%, with reliability shifting from 1st place (30%) to 3rd place (26%).
2. The most important reasons for switching mobile provider are cheaper rates and better offers, better network coverage from another provider for calls and internet
3. Consumers' level of satisfaction with their provider for mobile service was 8.4/10 and for value for money was 8.1/10, showing a slight improvement compared to the previous consumer survey (September 2021).
4. In relation to poor quality of mobile phone service at least once a month, consumers said they observed:
- 19% complete loss of service,
- 17% dropped calls,
- 16% poor line quality,
- 14% transferring calls directly to voicemail,
- 7% delay in sending text messages/sms, and
- 2% delay in receiving voice messages.
People living in rural areas and belonging to the age group 18-39 observe the above phenomena more often. Also, 57% report having noticed the phenomenon of poor reception in specific areas with those living in rural areas noticing it to a greater extent (64%).
5. 15% of consumers are open to the idea of changing their mobile phone provider and 2% are actively looking to switch providers. 14% have had some reason to complain to their mobile phone provider in the last 12 months with 8% citing issues with service operation in general, 4% for billing, pricing, payment issues and 1% for customer service issues. Their satisfaction rating for the handling of their complaint was 4.2/10.
For detailed results, click here.
(NG/SX)
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