Arcep is today unveiling its annual observatory of customer satisfaction vis-à-vis internet service providers and mobile operators. While Free and Orange share first place on the podium in the overall ranking, there are notable differences between operators’ mobile and fixed subscribers.
Each year, the telecom regulator carries out a study to estimate the general satisfaction of fixed and mobile subscribers of Orange, Free, SFR and Bouygues Telecom. The new 2022 edition, based on a survey carried out by the CSA institute at the end of 2021 and on the results of the Arcep alert platform, has just been published and reveals a slight increase in the average rating awarded to operators, going from 7.3/10 to 7.5/10 in 2021.
By combining mobile and fixed subscribers, the survey allowing respondents to rate operators according to their level of satisfaction gives the following ranking:
- Orange (2942 individuals questioned): 1st ex-aeqo with a score of 7.9/10
- Free (1638 individuals questioned): 1st ex-aeqo with a score of 7.9/10
- Bouygues Telecom (1,240 individuals questioned): 3rd with a score of 7.5/10
- SFR (1697 individuals questioned): 4th with a score of 7.2/10
Among the two operators in the lead, we can see in particular that more than a third of the subscribers surveyed gave a score ranging from 9 to 10, while at Bouygues Telecom, these scores only represent 28% and 22% at SFR. It is also with the operator in the red square that we observe the most ratings ranging from 0 to 5/10 (17%), while Free is the one recording the least (8%).
The telecoms policeman also drew information from the 38,000 alerts received during 2021, including around 31,000 posted directly on the “J’alerte l’Arcep” platform. A significant increase in volume compared to 2020, when Arcep received 33,000 alerts. Fixed services concentrate “the vast majority of alerts, ahead of mobile services”explains the regulator. In this sector, the themes of quality of service and expectations linked to the evolution of networks (in particular the transition to fiber optics) are particularly predominant.
On average, all operators combined, Arcep received 76 alerts per 100,000 subscribers, an increase compared to 2020. Free is the access provider recording the most complaints, with 89 per 100,000 subscribers, followed by SFR (81), Orange (72) and Bouygues Telecom.
Concerning the mobile, the major topics although the alerts are less numerous are the commercial practices and the change of operator. The operator registering the most complaints this time is Bouygues Telecom, with 13 complaints per 100,000 subscribers, up on last year, while SFR improved slightly by reaching the average: 8 complaints per 100,000 subscribers . Free Mobile, for its part, has been stable for three years, with 7 alerts per 100,000 subscribers and concerning the incumbent operator, it continues to improve with 5 alerts received per 100,000 subscribers.
L’Arce specifies, however, that “theThe alerts received are not representative of the population, nor of concrete cases. Their census nevertheless sheds light on their distribution between the main operators.
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Subscriber satisfaction: Orange and Free first ex-aeqo overall, Free Mobile is doing well, Freebox less so
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