The ACM’s annual survey finds high levels of consumer satisfaction, but improvement is needed to help consumers compare operators.
A market with high levels of satisfaction: On 17 September 2020, the Dutch regulator ACM published its annual survey of consumer satisfaction for the telecoms sector. The survey confirms the trend of recent years, with Dutch consumers expressing high levels of satisfaction with telecoms services. With regard to mobile services, 87% of consumers say they are satisfied with the overall service they get, and 84% are satisfied with the price-quality ratio.
Information should be more easily comparable: While most consumers (57%) find it easy to understand information about prices and conditions of a mobile subscription, a sizable minority says this information is not comparable between providers (49%). The ACM is therefore calling on operators to make improvements in the way this information is presented, so that consumers are able to make an informed decision.
What consumers are looking for: When deciding which subscription to take, consumers mainly look for information about the fixed costs per month (68%), the length of the contract (47%), the quality or reliability of the network (45%), the option to transfer the number and how that works (42%), insight into their own consumption (41%), and the speed of the network (31%). Compared to the previous year, there is a slight increase in consumers who say this information is easy to find (47%, compared to 43% in 2019).
