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Operator satisfaction: quality of service at the top of subscribers’ concerns

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Arcep has published its annual observatory concerning the satisfaction of French subscribers with regard to the operators Orange, SFR, Bouygues Telecom and Free. Satisfaction is up slightly year on year.

A satisfaction that progresses (a little)

In 2021, overall customer satisfaction shows a slight increase compared to the previous year, in particular with regard to Internet service providers rated 7.5/10 on average, compared to 7.3/10 in 2020. The ranking is dominated by Orange and Free, ahead of Bouygues Telecom and SFR.

Among the striking figures, 51% of French people indicate that they have a problem with their Internet service provider. A figure that excludes the reason for untimely telephone canvassing, not attributable in general to the operators.

The main reason for dissatisfaction is the quality of service, followed by subscription and connection problems, then by contractual and billing problems, according to the regulator. “Eight out of 10 problems encountered are however resolved after contacting the operators’ customer service”indicates Arcep in its report.

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In 2021, the regulator also received more than 38,000 alerts, including around 31,000 directly on the dedicated online platform J’alerte l’Arcep, which makes it possible to report malfunctions encountered in relations with operators in the three regulated sectors. (electronic communications, press distribution, postal distribution). A figure up significantly compared to 2020 (+14% in one year).

Alerts Received Jalerte Arcep 2022 Fixed

Alerts Received Jalerte Arcep 2022 Mobile

The vast majority of alerts have a link with the telecom sector, in particular fixed services such as fiber optics, underlines the regulator. “We cannot say today that there has been an improvement in the quality of services, operations, connections, on the fiber network”lamented the president of Arcep, Laure de La Raudière, at a press conference. “In this context, Arcep launched a new quality of service action plan at the end of November 2021”she recalled. “The pressure we’re putting on operators isn’t letting up on this, and won’t let up until there’s a real improvement”.

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