According to figures from the 2021 Customer Satisfaction Observatory, Free and Orange are the operators with the highest ratings by subscribers, ahead of Bouygues Telecom and SFR. Last year, the Regulatory Authority for Electronic Communications and Posts (Arcep) received 38,060 reports through its “J’alerte l’Arcep” application, i.e. 14% more than in 2020. fiber optic connection problems would be involved.
Created in 2017 by the Regulatory Authority for Electronic Communications and Posts (Arcep), the application I alert Arcep had never been so much in demand. The tool received 38,060 reports from telco subscribers in 2021, 14% more than the previous year, reports The world.
Presented on Wednesday May 11 by the regulator’s teams, the figures show a slight improvement in customer satisfaction, with higher ratings attributed to the four main operators (Bouygues Telecom, Free, Orange and SFR). Free and Orange topped the list with an average score of 7.9 out of 10. Bouygues Telecom complete the podium, SFR closes the march.
Fixed networks at the center of complaints
According to the Customer Satisfaction Observatory, 51% of users say they have encountered a problem with their service provider.internet access. In the front line: fiber optics. According to figures from Arcep, malfunctions related to fixed networks are the subject of a unanimous increase in reports, for connection problems in particular. At Free, a peak of 89 reports per 100,000 users was thus reached.
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Asked about this, the president of the regulatory authority said that Arcep had taken up the issue of the poor quality of fixed networks several years ago. According to her, constant pressure is put on the operators to try to improve the service.