Colombia. The Communications Regulatory Commission, CRC, has presented the results of the 2023 Measurement of the Perception of Quality of Telecommunications Services. This study, which included 8,752 surveys, carried out by the firm BRANDSTRAT BIC SAS, allows us to know the expectations and satisfaction of users in relation to fixed and mobile telephony services, fixed and mobile Internet, open and subscription television, and sound broadcasting.
In the development of the study, users were segmented into four categories: "rejecting", "devoted", "connected" and "practical". An increase was observed in the segment of "rejecters", those who consider technology irrelevant in their lives, going from 15% in 2022 to 18% in 2023. In contrast, "devotees," who enjoy being connected, remained stable at around 29%.
The findings of the study reveal that overall user satisfaction remains at average levels, with ratings ranging from 7 to 8 points out of 10 for the different services. Fixed telephony received a score of 7.7, similar to subscription television. Mobile telephony scored 7.5, while fixed and mobile Internet services were rated 7.2 and 7.7, respectively. User satisfaction with open television reached a score of 7.9, while satisfaction for radio was 8.4 for FM and 8.2 AM.
One of the most outstanding aspects is the increase in preference for face-to-face service points or offices, whose use increased from 14% in 2022 to 23% in 2023, making it the fastest growing customer service channel. In addition, mobile applications provided by operators for customer service have gained popularity, being the third most used channel, with 13%.
In relation to the problems reported and the complaints filed, more than 50% of the users who experienced problems with the services in the last six months filed at least one complaint formally. The solution to these complaints was evaluated with an average of 5.5 for fixed telephony, 5.6 for fixed Internet, 5.9 for subscription television, 5.0 for mobile telephony and 5.2 for mobile Internet.
The digital terrestrial television (DTT) service has seen a significant increase in its daily use, 77% of respondents who make use of this service indicated that they use it every day. Similarly, in the sound broadcasting service, an increase in the frequency of daily use was observed, as an increase of 7 percentage points was registered, reaching 67%, reflecting a change in consumption habits towards a preference for daily listening.
CRC will continue to use this data to improve the user experience and strengthen the relationship between service providers and their customers.
"The results of this study are crucial to identify areas for improvement and continue to implement strategies that benefit users and service providers. Understanding user expectations is essential to ensure continuous improvement in telecommunications services," concluded Felipe Augusto Díaz Suaza, Commissioner and Executive Director (E) of the CRC.
To learn about the full study, click here.
