Cyprus mobile users report more connection problems despite high overall satisfaction

Nicosia, Cyprus. Consumers in Cyprus remain largely satisfied with mobile phone services, although more users are reporting connection problems and dissatisfaction with the handling of complaints, according to a survey published on Friday by the communication commission.

Overall satisfaction remained high, while perceptions of value for money improved slightly compared with last year.

Costs and switching

Cost remained the main factor for consumers when choosing a mobile provider, with competitive prices and offers ranking ahead of reliability and network coverage.

Better tariffs and promotions were also the most common reasons cited by consumers considering switching to another provider.

Most respondents said they intended to remain with their current provider. However, around one in five said they would consider changing company, with many citing concerns about service quality.

Reported service problems

Poor mobile internet performance was the most frequently reported problem, followed by complete loss of service, poor call quality and dropped calls.

Consumers also reported calls being diverted directly to voicemail and delays in sending text messages. These issues were reported more often by younger users.

Complaints handling

The survey recorded a slight increase in the number of consumers who had reason to complain about their provider during the past year, although fewer than half submitted a formal complaint.

Satisfaction with providers’ handling of complaints declined compared with last year, indicating that customer service remains a concern despite generally positive views of mobile services.

Survey details

The survey was conducted in May by Pulse Market Research on behalf of the communication commission and was based on responses from more than 1,200 individuals.