Swiss customers are least satisfied with roaming services

Independent online comparison service conducted a representative survey of satisfaction levels among Swiss mobile service customers

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Around 1500 mobile plan users took part in a representative 2018 survey commissioned and conducted by GfK Switzerland. The survey provides insights into customer satisfaction with mobile service providers based on 14 key criteria. swiss roaming services
Among other criteria, The respondents were asked to rate their satisfaction with network quality, network coverage, mobile data, roaming, customer service, billing and value for money. The average satisfaction with all operators was 7.4 of the total 10 points.

Lowest satisfaction with roaming swiss roaming services

Mobile plan users in Switzerland are particularly unsatisfied with roaming services. The average customer satisfaction rating for roaming is just 5.5 out of 10 points.

READ MORE: Switzerland an island for roaming costs ⋆

That is not surprising because although the costs of roaming have slowly declined year on year, they are still high.


Highest-rated service providers

Wingo received the highest average customer satisfaction ratings from survey participants. Wingo (a Swisscom brand) has an average customer satisfaction rating of 8.3 out of 10 points, followed by M-Budget (7.9 out of 10 points) and Swisscom (7.7 out of 10 points). Sunrise, Switzerland’s second-largest mobile service provider, took fifth place (7.5 out of 10 points) while the country’s third-largest service provider Salt took tenth place with 6.9 out of 10 points.

Young customers are less satisfied

Young adults between the ages of 19 and 25 years old rate their mobile service providers more poorly than other age groups. Average customer satisfaction in this age group across all service providers and criteria is 6.6 out of 10 points.

That is 0.8 points lower than the average across all age groups. Customer satisfaction ratings by young adults were lower than those of the total population for 13 of the 14 criteria surveyed. Only roaming received an average rating higher than that of the total population at 5.7 out of 10 points (0.2 points higher than the average across all age groups).

“Young consumers use their smartphone very intensively. For that reason, dissatisfaction among young adults should be a warning signal for mobile service providers,” according to Ralf Beyeler, telecom expert at independent comparison service swiss roaming services

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