Mobile subscription survey: Wingo is the most popular provider
The online comparison service Moneyland.ch surveyed the Swiss public to find out what they think of local mobile phone providers. The result: Most are generally satisfied, with the exception of roaming, for example. Among the providers, Swisscom’s Wingo brand ranks highest.
As part of a representative survey, Moneyland.ch examined the satisfaction of the Swiss population with their mobile providers on the basis of fourteen aspects. Among other things, respondents rated their satisfaction with network quality, network coverage, mobile Internet, roaming, customer service, bills and price performance.
The average satisfaction across all providers and all aspects is 7.4 out of 10 points, according to the report. Customers are most satisfied with call quality (8 out of 10 points), network quality (7.8 out of 10 points) and network coverage (7.8 out of 10 points). Customers are most dissatisfied with roaming (5.5 out of 10 points), customer service accessibility (7 out of 10 points) and the cancellation period (7.0 out of 10 points).
Young customers are more dissatisfied
Overall, 19- to 25-year-old customers rate their mobile providers lower than the other age groups: Average satisfaction across all providers and aspects is 6.6 out of 10 points. This is 0.8 points lower than for the population as a whole. At the same time, the youngest age group rated their mobile providers worse than the overall population in 13 out of 14 aspects. Only on the subject of roaming is there an average of 5.7 out of 10 points, 0.2 points more than from the overall population. "Young customers use their smartphones very intensively. That is precisely why it is a bad sign that the young are less satisfied with their mobile provider," comments Ralf Beyeler, telecoms expert at the independent comparison service Moneyland.ch.
Customers aged 26 to 49 rate their mobile communications provider similarly to the overall population. Customers aged 50 to 74 are more satisfied with their mobile provider. Across all providers and all aspects, the oldest age group awards 8.2 out of 10 points. Almost everywhere, the older consumers give better marks than the overall population. The only exception is roaming: with only 5.2 out of 10 points, older customers rate roaming worse than any other age group.
French-speaking Swiss slightly less satisfied than German-speaking Swiss
Average customer satisfaction across all providers and all aspects is minimally better in German-speaking Switzerland than in Switzerland as a whole, at 7.5 out of 10 points. In French-speaking Switzerland, customer satisfaction is slightly worse than in Switzerland as a whole, at 7.1 out of 10 points. The lowest score was awarded by the French-speaking part of Switzerland for roaming, with 5.1 out of 10 points.
Customers most satisfied with call quality, network quality and network coverage
On average, customers gave their mobile providers the highest marks for call quality (8.0 out of 10 points), network quality (7.8 out of 10 points) and network coverage (7.8 out of 10 points). However, there are considerable differences depending on the provider. For example, Salt's network coverage of 6.7 out of 10 points is 1.1 points worse than the average.
The "mobile Internet" aspect is also worth mentioning: Across all providers, customers rate mobile Internet with a score of 7.7 out of 10. The best rating is for Wingo with 8.8 out of 10 points.
Greatest dissatisfaction with roaming
Mobile subscription customers in Switzerland are particularly dissatisfied with roaming. On average, only 5.5 out of 10 points were awarded here. According to Moneyland.ch, this is hardly surprising, as roaming prices are still high despite annual price reductions. Depending on the offer, however, there are also large cost differences in roaming, as the cell phone subscription comparison shows.
Provider with the highest customer satisfaction
Wingo is the mobile provider with which respondents are most satisfied. The Swisscom brand is rated with 8.3 out of 10 points across all aspects. M-Budget (7.9 out of 10 points) and Swisscom (7.7 out of 10 points) are in the other places. Sunrise is in 5th place as the second-largest mobile provider in Switzerland (7.5 out of 10 points), while Salt is in 10th place as the third-largest mobile provider with 6.9 out of 10 points.
Customer satisfaction with Swisscom
Market leader Swisscom ranks third with an average rating across all aspects of 7.7 out of 10 points. Swisscom customers are most satisfied with call quality (8.3 out of 10 points), network coverage (8.3 out of 10 points) and network quality (8.2 out of 10 points). Customers are most dissatisfied with roaming (5.4 out of 10 points), value for money (6.5 out of 10 points) and the cancellation period (6.8 out of 10 points). Compared with the population as a whole, Swisscom customers rate the price-performance ratio and the cancellation period worse, while Swisscom is rated better than the average of all providers for all other aspects.
Customer satisfaction with Sunrise
Sunrise, Switzerland's second-largest mobile provider, places itself in the middle with fifth place. Customers gave an average rating of 7.5 out of 10 points. Sunrise customers are most satisfied with call quality (8.1 out of 10 points), bills (8.0 out of 10 points) and general satisfaction (7.9 out of 10 points). Sunrise customers are least satisfied with roaming (5.3 out of 10 points), customer service accessibility (7.1 out of 10 points) and customer service in general (7.3 out of 10 points).
Customer satisfaction with Salt
The third Swiss mobile provider with its own network receives an average rating across all aspects of 6.9 out of 10 points. This is enough for tenth place. Salt customers are most satisfied with call quality, mobile Internet and value for money (7.4 out of 10 points in each case). Salt customers are least satisfied with roaming (5.1 out of 10 points), the cancellation period (6.4 out of 10 points) and customer service (6.7 out of 10 points).
Customer satisfaction with UPC
Switzerland's largest cable network provider UPC - formerly Cablecom - offers its own mobile subscriptions. For its mobile subscriptions, UPC currently still uses Salt's network; from 2019, UPC will use Swisscom's network. Across all aspects, UPC comes to an average rating of 7.2 out of 10 points. That is enough for sixth place. UPC customers are most satisfied with the friendliness of the staff (7.9 out of 10 points), the bills (7.6 out of 10 points) and the call quality (7.5 out of 10 points). Customers are least satisfied with roaming (5.8 out of 10 points), the cancellation period (6.9 out of 10 points) and network coverage (6.9 out of 10 points).
