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The Office of the Commissioner for Electronic Communications Regulation (BEREC) has carried out the third 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 urban areas and 400 rural areas) and was conducted during the period 2-10 March 2023, 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 better network coverage, reliability, better prices/offers and years of cooperation. Compared to the previous consumer surveys (July 2021 and September 2022), best network coverage (32%), reliability (30%) and best prices/offers (26%) have remained as the most important reasons. However, the main reason for choosing a provider focuses on the reliability of the provider (20%)
2. As in previous surveys, the most important reasons for switching mobile operator are cheaper tariffs and better offers (35%), better network coverage from another operator for calls (27%) and better network coverage from another operator for internet access (16%).
3. The level of satisfaction for their mobile phone service from their provider was 8.6/10 and for value for money was 8.2/10, showing a slight improvement over time compared to previous consumer surveys
4. In relation to the occurrence of poor quality mobile service at least once a month, consumers said they observed:
- 20% complete loss of service,
- 16% dropped calls,
- 16% poor line quality,
- 13% transferring calls directly to voicemail,
- 7% delay in sending text messages/sms, and
- 3% 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, 52% report having noticed the phenomenon of poor reception in specific areas with those living in rural areas noticing it to a greater extent (58%).
5. Only 12% of respondents said that in the last 12 months they had a reason to complain about the mobile phone service they receive from their provider and this mainly relates to general issues with the operation of the service. This is down from 15% and 14% in previous surveys. At the same time, there has been a decrease in the percentage of consumers who complain to their provider from 64% and 57% to 56% and an increase in satisfaction with the handling of their complaint from 5.5/10 and 4.2/10 to 5.9/10.
6. 14% of consumers are open to the idea of switching their mobile provider and 3% are actively looking to switch providers.
The results can be seen in detail at the link below: https:/ocecpr.ee.cy/el/content/apotelesmata-ereynas-katanaloton-gia-tin-poiotita-tis-kinitis-tilefonias-0
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