With more than 33,000 consumer alerts via the "J alerte l'Arcep" platform in 2020, the telecoms regulator reveals a 37.5% increase in complaints compared to 2019.

 

Among the 4 operators (Orange, SFR, Bouygues Telecom and Free), the worst performer was Free, generating the most negative requests from the French. It thus takes the place of SFR. In detail, Bouygues Telecom had 19 alerts per 100,000 customers. This compares to 25 for Orange, 26 for SFR and 29 for Free.

 

The French have used the Internet much more in 2020, with the various confinements, and have noticed many problems. "This year again, the most frequent complaints received concern the quality of service, including after-sales service. Next comes dissatisfaction with network developments (fibre rollout, insufficient mobile coverage, etc.), in particular fibre rollout, followed by operators' commercial practices and difficulties encountered when changing operators", explains Arcep.

 

Generally speaking, French people's satisfaction has fallen. If the average for operators was 7.65/10 in 2019, it was 7.5/10 in 2020.

The biggest differences are in fixed-line services. SFR customers give SFR a satisfaction rating of 6.8/10 compared to 7.5/10 for Orange.

For mobile, the scores range from 7.4 for SFR to 7.8 for Orange and Free.

While the operators' customer services are generally poorly rated. Free does well with a 2.6/5, while SFR closes the bench with a pitiful 1.8/5.

 

 

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Source : Journal du Geek