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- Ελληνικά
The Office of the Commissioner for Electronic Communications Regulation (BEREC) has conducted the second in a series of surveys on consumer 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 1003 respondents (609 from urban areas and 394 from rural areas) and was conducted during the period 4 - 20 September 2023 by RAI Consultants Ltd, the project contractor.
The main results are as follows. Further, as in the previous survey, eight out of ten consumers (82%) do not measure the performance of their fixed internet connection. [*]84% do not know the performance details of their connection as outlined in their provider's contract/website, while 65% said they were unaware of their rights and/or complaints procedures. All of the above appears to stem from consumers' tendency not to study their contracts. Nevertheless, the picture is slightly improved as the corresponding figures last year were 87% and 71% respectively. [*]Consumers connect to the internet mainly via Wi-Fi (91%) and the main device used to access the internet is their mobile phone (85%), which remains stable compared to last year. [*]The level of satisfaction with the fixed internet service also remains stable, at 8.1/10, while the quality/price ratio is 7.7/10 (8.2 and 7.8 respectively last year). [*]The two main reasons for choosing a provider for internet services were "Reliable company/most reliable network" (26% from 28% last year) and "Better prices/cheapest" (23% from 21% last year). [*]The top three reasons why consumers would switch fixed broadband provider were "Poor network quality/unreliable network" (34% up from 30% last year), "Cheaper charges/better deals from provider" (32% up from 33% last year) and "Increase in prices/charges/fixed from my provider" (29% up from 26% last year). [*]72% of consumers do not experience poor connection quality at a particular time (up from 69% last year), while the phenomenon is still most common between 20:00-22:00 (12%). [*]In the last 12 months, 28% of consumers said they had experienced a problem with their fixed internet connection service, compared to 30% who experienced a problem last year. The main problem continues to be service operation (e.g. slow or loss of connection) and the vast majority (83%) have made a complaint about this to their provider. The average satisfaction with the provider's handling of complaints fell from 7.8 last year to 7.3/10. [*]The average change of provider is 4.7 years and the satisfaction rating with the change process is 3.4/4.0. The average degree of satisfaction with the switching process for those who switched providers in the last 12 months is 3.5.
The detailed results of the survey can be viewed here.
(NZ/GS)
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