Among the four main internet and mobile operators, SFR has the highest number of alerts with Arcep and the lowest ratings from consumers. And for all operators, major disappointments concern customer services.
The Electronic Communications Regulatory Authority has published the 2019 assessment of the “I alert the Arcep” platform. The latter allows individuals, who represent 90% of users, but also businesses, to report malfunctions in their relationships with different operators, fixed, mobile, internet and postal.
The problem is the service
Between October 2018 and October 2019, the telecommunications gendarme received exactly 24,425 alerts. 47% of them relate to the availability and quality of service of operators, 13% to billing and contract matters.
At the same time, Arcep carried out a survey with Médiamétrie which confirms the information centralized on the platform. 67% of consumers say they have encountered a problem with their operator during the year, and the quality of service comes first among the reasons for dissatisfaction. Note that 20% also complain of untimely canvassing.
So which operators are affected by these alerts? Let’s put the figures into perspective: out of 100,000 customers, the average is 16 alerts. However, SFR won the donkey cap with 21 alerts, followed by Orange (19), Free (15) and Bouygues Telecom (13). Note also that the number of alerts is down for all operators between 2018 and 2019 … except Orange.
Sales notes regarding customer services
The ranking changes slightly when looking at the Arcep-Médiamétrie survey. Orange customers are the most satisfied, whether it be internet access or mobile telephony, with scores of 7.7 and 8 out of 10. Free and Bouygues Telecom are neck and neck, and SFR always red lantern with scores of 7 and 7.4 out of 10.
In short, it’s not bad for the four main French operators. Finally… As long as we don’t look at the ratings given to customer services 1.7 / 5 for SFR, 2.1 / 5 for Orange, 2.3 / 5 for Bouygues Telecom and 2.5 / 5 for Free . There is still a lot of work to do!