In addition, many customers have learned that it does not help to complain, according to the Swedish Quality Index (Svensk Kvalitetsindex, SKI).
SKI analysed how satisfied consumers were with their various telecommunication services, including broadband, mobile telephone, fixed-line telephone, digital TV and mobile broadband.
The most satisfied mobile customers were clients of Halebop and Telia, with Telenor coming in last. For fixed lines, Telia also came out on top, followed closely by Tele2.
The telephone and computer industries are accustomed to receiving many complaints. The survey found that customers who use mobile broadband are both the most unhappy and complain the most.
In addition, customers in all domains have experienced not receiving help when they encounter problems.
“This year, the industry gets a massive fail when it comes to complaints. Nearly 20 percent feel that complaints are not resolved or taken care of, although the majority make contact with the supplier,” wrote SKI.
SKI noted that it is worthwhile for suppliers to invest thoroughly in taking care of those who complain, since non-complaining customers are significantly more satisfied than those who have problems.
“The operators have much to gain from more effective management of complaints,” wrote SKI.
SKI’s research is conducted by the Swedish Institute for Quality (Institutet för kvalitetsutveckling, SIQ) and the Stockholm School of Economics. It is also part of the pan-European EPSI (European Performance Satisfaction Index) Rating programme, which collects data in nearly 20 countries.