who are the best (and worst) operators?

Arcep publishes the 2022 edition of its customer satisfaction observatory. If a positive progression is to be noted, whether in fixed or mobile, this average is somewhat misleading. Reports of problems are on the rise and the situation varies by operator.

Are you satisfied with your carrier? Yes, if we are to believe the telecoms regulator (Arcep), which publishes the 2022 edition of its satisfaction observatory. L’authority even does a double blow by revealing the annual report of its platform “J’alerte l’Arcep”; the opportunity for us to learn more about the relationship we have with our fixed and mobile operators. Overall, the situation is progressing and Arcep notes that overall user satisfaction is down “slight increase” in 2021.

The progress mainly concerns internet service providers (ISPs) who obtain an average of 7.5 out of 10compared to 7.3 in 2020. Combining fixed and mobile appreciations, Orange and Free come first with an identical average of 7.9 out of 10. They are well ahead of Bouygues-Telecom (7,5) et SFR (7.2) – which ranks dead last. The operator in the red square has got into the habit of not showing himself to his advantage in the Arcep study.

Arcep customer satisfaction observatory 2021
© Arcep

Problem reports are on the rise

These rather high averages are somewhat misleading on closer inspection. The Regulatory Authority for Electronic Communications, Posts and Press Distribution indicates that it has received 38,000 alerts via its “J’alerte l’Arcep” reporting platform. The latter allows you to report a problem with your fixed and mobile networks and confirms a 14% increase in one year. Individuals are at the origin of the vast majority of alerts received (92%) and these mainly concern the telecoms sector.

I alert Arcep
© Arcep

Services concentrate the “very large majority of alerts” while mobile networks have “quantitatively is the subject of a smaller number of alerts”. And Arcep to specify: “The themes of quality of service and expectations linked to the evolution of networks are particularly predominant on the fixed line, while for the mobile business practices and the change of operators are more present”.

Dead plutôt que Red by SFR ?

In details, SFR is clearly behind on fixed Internet with a score of 6.9. The most critical points concerning the quality/reliability of the Box and the quality of the television service; as well as the reputation that suffers from it. Orange and Free are rated 7.8 and Bouygues Telecom obtains an average rating of 7.3. Regarding connection types, Orange is in the lead on the fiber (8.1) and ahead of Free (8.0) then Bouygues Telecom (7.7) and SFR (7.0). With ADSL, Free takes the lead (7.7) and dominates Orange (7.5), Bouygues Telecom (7.1) and SFR (6.9).

On the mobile only, the ranking does not change. Orange comes first with an average of 8 which allows him to be ahead of Free by a short head (7.9). Bouygues clings with an average of 7.7 and SFR remains at a good distance (7.4).

Arcep is also evaluating the overall level of customer service satisfaction. The podium is always the same and it is Free (6.6) which exceeds Orange (6.5) and Bouygues Telecom (6.2). The operator in the red square, SFR, is still far from its competitors (5.8).

Arcep customer satisfaction observatory 2021
© Arcep

Finally, and this will not surprise you, it is at SFR that we find the majority of the problems. 39% of subscribers (fixed or mobile) spontaneously declare having encountered at least one problem during the last 12 months. This jumps to 65% when submitting a list of issues to users. Free shows the lowest proportions, ahead of Orange and Bouygues.

Arcep customer satisfaction observatory 2021
© Arcep

As for the resolution of problems brought to the attention of operators, Free solves 63% of problems in three days and is ahead of Bouygues Telecom (62%). SFR is third (60%) while Orange is last (53% of problems resolved in 3 days or less).

Arcep customer satisfaction observatory 2021
© Arcep

Arcep’s comprehensive customer satisfaction observatory (2022 edition) is available here (PDF).

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