Compared to basic services in homes such as electricity and gas, mobile services related to those provided by operators such as Internet and mobile telephony are the best valued by Spaniards.
This is clear from the latest survey carried out by the National Markets and Competition Commission (CNMC), which shows how up to 70% of Spanish users declare themselves satisfied with the mobile Internet and mobile phone services they receive via part of the companies.
They are therefore the two highest-rated services, ahead of pay television and fixed broadband service. In the case of on-demand television and fiber, users complain more about the high prices of the service, in the first case, and the lack of quality in the supply in the second, due to possible cuts or interruptions in the signal. Cable Internet that reaches the home.
Even so, the four services mentioned surpass landline telephony, natural gas and electricity in satisfaction. Regarding the landline, users complain above all about the high price that operators charge for this service. However, the two lowest rated services, gas and electricity, are the ones that generate the most dissatisfaction due to their high price, to which is added the greatest dissatisfaction recorded due to a lack of clarity in invoices and lack of contractual information.
That is, Spanish users consider that the services provided by telephone and network operators are more transparent with respect to their conditions and terms, and are perceived as cheaper than these others. At the same time, Spaniards believe that gas and electricity companies are more likely to make improper charges or charges, which is not the case for the services of the operators.
Furthermore, the customer service of electricity and gas providers is worse than that offered by fixed or mobile Internet companies, although the customer service of fixed and mobile telephony is almost as bad as that of energy companies.
Fiber optics, the one that receives the most complaints
Within the activity of the operators, yes, users believe that mobile telephone bills are the ones that are most likely to include unjustified charges on occasion.
Despite what has been said so far, the fixed broadband service does come out worse than the rest of the services in one aspect: it is the service about which citizens filed the most complaints or complaints. Specifically, 9.8% of those surveyed stated that they had filed these complaints officially in 2023, compared to 6.4% of landline complaints and 6.2% of complaints against the mobile phone service.
From these data it is also clear that Spaniards do not consider television services to be equally economical as mobile network services. This could also be due to the variety of streaming content providers, which means that adding even two of these services will increase the bill related to TV.
The results of this survey correspond to the fourth quarter of 2023, and the data were collected through the CNMC Household Panel. It also highlights the fact that “although electricity and natural gas continue to be the worst rated services, both services have greatly improved their rating in the last year: in relative terms the percentage of satisfied households has increased by 30%,” they indicate from the public body.
