MCA Consumer Perceptions Survey - Fixed Telephony

The MCA is publishing the findings of a survey designed to assess how consumers perceive fixed telephony services in Malta. This survey provides insights from the consumer's perspective, covering various aspects such as pricing sensitivity, decision-making related to switching providers, the effectiveness of customer care procedures, and the overall quality of the customer service experience. It's worth noting that the previous survey for fixed telephony services was conducted a few months before the onset of the COVID-19 pandemic, specifically between July and September 2019. In contrast, the current survey marks the first review of these telephony services after the pandemic, resulting in a justified four-year gap between the two surveys, rather than the usual two-year interval. This historical context is crucial when comparing the results of both surveys.