In the age of fiber and 5G, the main problem for Internet users remains Internet cuts and blackouts. For the fourth consecutive year, Arcep (Regulatory Authority for Electronic Communications, Posts and Press Distribution) has published its annual Customer Satisfaction Observatory. Based on an IFOP survey carried out at the end of 2023 on a representative sample of the population, the study aims – among other things – to highlight user experience with their telecommunications operators, both fixed and mobile. Unsurprisingly, not everyone is equal when it comes to Internet struggles.
Who is the best ISP?
According to the figures reported by the study, the overall satisfaction of subscribers to their fixed and mobile networks remains stable compared to the previous year. On the other hand, two entities clearly stand out from the crowd. While the average satisfaction rate recorded nationally is 7.7/10 on average, Orange and Free are doing well, by obtaining respective ratings of 7.8/10 and 7.7/10 in the combined ISP/mobile operator areas.
Behind Orange and Free, we then find Bouygues with 7.5/10, and SFR, with 7.3/10. We also note that the services provided are not equal in terms of customer satisfaction: Mobile operators obtain a better average score (7.8/10) than Internet service providers (7.6/10).
What’s the problem with mobile operators?
55% of users surveyed by Arcep claim to encounter problems with their ISP. By observing this figure more closely, we first realize that untimely telephone canvassing occupies a significant part of this dissatisfaction, and concerns 6% of the responses given. At the top of the ranking are problems linked to Internet access (30%) and poor quality of TV reception (18%).
Far behind, jostle pell-mell minor but disabling daily problems : billing problem, faulty technical connection, fraud… the list is long. For comparison, only 35% of mobile users indicate having encountered a problem with their operator during the year.
After-sales service on the rise
However, Who says problem does not necessarily mean troubleshooting. Most often, Internet users do not contact customer service, and simply wait for the storm to pass, especially when it involves poor quality of service. After-sales service is reserved for the 32% of the most serious cases, and generally resolves the problem in more than eight cases out of ten.
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