Every six months, the CNMC conducts a survey of households and individuals called the “CNMC Household Panel.” The last one was held in the second quarter of 2021 and included 4,963 households and 9,006 individuals.
How could it be otherwise, the results have been marked by the historical escalation in the price of electricity, so that electricity has superseded fixed broadband as the worst rated service during this period. Despite this, telecommunications services continued to be the ones that registered the most complaints.
“They are expensive services”, the main reason
According to the latest Household Panel of the CNMC, electricity has become the worst valued service by Spanish households, along with broadband and fixed telephony. The data, prior to the regulatory changes in the electricity bill, show that dissatisfaction with electricity increased considerably: 15.3% of households reported little or no satisfaction, compared to 12.2% in the same period in 2020.
In the case of broadband and fixed telephony, the valuation improved slightly: dissatisfied households were 13% and 12.2% respectively, while in 2020 they represented 14.5% and 12.7%. Mobile services, with 9% dissatisfaction, were the ones that achieved the best user ratings.
The main reason for the dissatisfaction of households with the services was their high price, especially in the case of electricity and gas services. In the services of pay television, fixed broadband and telephony and mobile Internet, the second reason for complaint was lack of quality of service (due to supply interruptions, for example).
However, the percentages of households dissatisfied with prices and customer service have dropped in all cases, except in electricity and gas services.
Despite all this, once again, the sector with the most complaints during the second quarter of 2021 was telecommunications, with fixed broadband in the lead (14% of users have claimed sometime in a year), followed by fixed telephony (10.7%) and mobile telephony (8.3%).
And what are the reasons for these claims? According to the data obtained by the CNMC Household Panel, the main complaint was, again, problems in billing, both in fixed telephony (54.9%) and mobile telephony (56.3%). In the case of fixed broadband, the main reason for complaining was the lack of quality of service (54.3%).
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