A few months ago, a report from the Telecommunications and Digital Services User Service Office (OAUT) showed us a downward trend on user complaints. Now, the latest CNMC Household Panel has once again corroborated it.
During the year 2022, the claims or complaints related to the services of fixed broadband, fixed telephony and mobile telephony. The latter, moreover, has become the most valued service by Spaniards.
The main reason for dissatisfaction: its price
Every six months, the CNMC conducts a survey to better understand the point of view of consumers on the telecommunications, audiovisual, energy, postal and transport markets, among others. The last one was carried out in the fourth quarter of 2022 and included 5,350 households and 9,149 individuals.
In this period, both mobile telephony and mobile Internet increased the percentage of satisfied users by almost 3 points compared to 2021, with 67.1% of users satisfied or very satisfied with the mobile Internet access service and 65.2% with the mobile telephone service.
Households satisfied or very satisfied with the services (Source: CNMC)
The third service with the highest percentage of satisfied users is pay television (60.6%), followed closely by fixed broadband (59.9%). The worst valued servicesOnce again, it’s back to electricity and natural gas.
Main reasons for dissatisfaction with the services (Source: CNMC)
In all cases, the main reason for dissatisfaction was the high price and, if we look at telecommunications services, the users argued as a second reason the lack of quality of the services. The third is poor customer service, except for pay television, which closes the podium with the lack of clarity in the invoices.
Users who have submitted claims or complaints regarding the services in the last twelve months (Source: CNMC)
We complain about the operators, but when it comes down to it, few of us file the corresponding claims against them. In fact, the data from the CNMC Household Panel show that the percentage of users who filed complaints decreased in 2022 compared to 2021 in all telecommunications services (not so in natural gas and electricity).
Once again, the fixed broadband service was the one that received more claims -10.8% of those surveyed claimed at least once during 2022-, followed by electricity (7.9%).
The main reasons for these claims are in line with the reasons for dissatisfaction: billing problems and the lack of quality of service.
More information | CNMC Household Panel
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