The Competition and Markets watchdog (CNMC) has published their latest findings on user satisfaction for household services, with mobile phone services and Pay TV ranking highest in the opinion of respondents, with energy companies at the opposite end of the satisfaction scale.
In Brief
67.1% of users are satisfied or very satisfied with the mobile Internet access service and 65.2% with the mobile telephone service.
The third service with the highest percentage of satisfied users is pay television (60.6%).
Due to the high prices, electricity and natural gas repeat another year as the worst valued services.
The percentage of users who filed claims decreased in the last year, except in natural gas and electricity services.
The Report
In the fourth quarter of 2022, both mobile telephony and mobile Internet increased the percentage of satisfied users by approximately 3 points compared to 2021. In the case of Pay TV, the percentage of satisfaction reached 60.6%, followed very closely by fixed broadband with 59.9%.
However, the percentage of users satisfied with natural gas and electricity services has continued to fall since the second quarter of 2020. 20.8% of households expressed little or no satisfaction with their natural gas services. Electricity repeats itself as the worst valued service by Spanish households, with a percentage of dissatisfaction of 22.2%.
Households satisfied or very satisfied with the services:
- Mobile Internet 67.1%
- Mobile telephony 65.2%
- Pay TV 60.6%
- Fixed broadband 59.9%
- Fixed telephony 52.5%
- Electricity 39.9%
- Natural gas 39.6%
In the same line as in other waves of the Household Panel, the data indicates that the main reason for dissatisfaction with respect to electricity and gas was the high price: 92.2% of dissatisfied households thus justified their assessment in the case of electricity, while in the case of natural gas the percentage was 89.7%.
The second reason for dissatisfaction of Spanish households with energy services was the lack of clarity in the bills, while in telecommunications services, users cited the lack of quality of services as the second reason for dissatisfaction (the first was, again, the price).
Main reasons for dissatisfaction with services, from highest to lowest: they are expensive services, lack of clarity in invoices and the prices applied to services, lack of information on supply and contractual conditions, lack of service quality, improper charges, poor customer service.
The CNMC Household Panel also collects information on users who filed complaints. The data shows that the percentage of users who filed complaints decreased in 2022 compared to 2021, except in natural gas and electricity services, where it increased by 1.5 and 0.7 percentage points, respectively. Along the lines of recent years, the fixed Internet service was the service with the most complaints —10.8% of users have complained at least once during 2022—, followed by electricity (7.9%). The main reasons for these claims were billing problems and the lack of quality of service.
Users who have submitted claims or complaints regarding the services in the last twelve months:
- Fixed broadband 10.8%
- Electricity 7.9%.
- Fixed telephony 7.6%
- Natural gas 7.6%
- Mobile telephony 6.3%
Methodology
These results are part of the CNMC Household Panel, a semi-annual survey of households and individuals. The CNMC intends to collect information directly from citizens through surveys and analysis of utility bills. The study is multisectoral in nature and collects data related to the telecommunications, audiovisual, energy, postal and transportation markets, among others. The survey for this wave was conducted in the fourth quarter of 2022 and included 5,350 households and 9,149 individuals. This tool provides extensive and diverse information, and allows the CNMC to better understand the point of view of consumers.
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