Mobile communications customer barometer 2021: How satisfied are users?


The mobile communications market is constantly on the move. Network operators are currently pushing the 5G expansion while at the same time reducing 3G capacities (UMTS). And even the mobile phone providers who do not operate their own network keep coming up with new tariff variants and billing models such as annual quotas. The innovations are not always to the benefit of the customer. An example: Instead of once a month, the fees are now usually due every four weeks, i.e. every 28 days.

We have made it our business to shed light on the mobile communications market from different perspectives. This also includes asking smartphone users every year what they think of their wireless service provider in detail. This is already a tradition: This year the publisher’s own specialist institute for technology topics (FifT) carried out the online survey for the seventh time in a row.

Mobile phone survey in the DACH area with 2781 participants

The data on which this evaluation is based is based on the subjective assessments of the survey participants. The survey period extended from April to the beginning of May. In this country 1907 mobile phone customers took part, in Austria 386 and in Switzerland 488. We would like to thank everyone who took the time to evaluate the aspects asked and who made this study possible in the first place. Among other things, the competence and friendliness of the service employees, the price-performance ratio of the offers, the brand image and, of course, how the respondents assess the network availability and transmission quality were examined.

Evaluation using WPS

We determine customer satisfaction using a five-stage evaluation scheme Рthe WEKA Promoter Score, or WPS for short. As in the previous year, we evaluated the three network operators Deutsche Telekom, Telefónica / O2 and Vodafone as well as 1 & 1 and the mobile phone providers separately for better comparability. If a provider is not there, it is usually due to the fact that this mobile phone provider has not reached the minimum number of cases required for well-founded statements. Therefore, in contrast to the previous year, Yourphone and Smartmobil could not be considered this time.

You can read how well the individual providers perform with customers on the following pages.


Source: RSS Feed: Connect – Vergleichstest by www.connect.de.

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