Report on the Quality of Experience of Electronic Communications Services

The survey covers various aspects of the consumers’ journey starting from when consumers subscribe to a service/s until they terminate the service/s. The different quality aspects assessed within the survey include amongst others, the level of satisfaction of the service provided to consumers during the process of subscribing to the service/s and when lodging a complaint, the clarity of the information included in contracts, the frequency of service faults experienced by respondents, the respondents’ satisfaction with their internet speeds and mobile reception, billing and the effectiveness of the process when terminating a service/s.