Digital communications are a key driving force for the growth of the information society and for business in general. It is thus quite normal to expect the best quality in electronic communication services (such as fixed broadband and mobile services) which are vitally important in daily life, whether for personal or work purposes. Consumers and businesses expect to be connected and to have access to high-quality service anywhere at any time.

In this context, measuring the Quality of Experience (QoE) has become a widely applied method for researching customer satisfaction, particularly in the field of telecommunications. A recent study commissioned by the Malta Communications Authority (MCA) and conducted by MISCO International, examined QoE in electronic communications in Malta.

The survey covered various aspects of the consumers’ journey starting from when consumers subscribe until they terminate a service. Overall, 94 per cent of respondents expressed high level of satisfaction with their overall experience with their service provider. In relation to mobile services, 90 per cent of respondents considered the outdoor mobile reception to be good, whilst 84 per cent expressed similar satisfaction levels with their indoor reception. Four out of every 10 experienced a fault in the previous 12 months, with the majority of these (54 per cent) being resolved within the same day and 29 per cent within three working days. Internet speeds were deemed by most respondents to be less than marketed, despite that more than two-thirds expressed that they were not aware of their download speeds or had not conducted a speed test.

Survey respondents expressed a high level of satisfaction with customer care provided by telecommunication service providers that rated higher than those used in other sectors. More detailed information on this study is available here.

Related

ITA Airways

ITA Airways launches new direct route connecting Malta to Milan Linate

February 23, 2024
by Fabrizio Tabone

The airline also plans to introduce daily flights between Rome Fiumicino and Malta by June

Public Contracts Review Board rejects bidder’s appeal, paving way for works on waste-to-energy plant to take off

February 23, 2024
by Anthea Cachia

The appeal process delayed the project by 122 days

2,517 online scams reported in 2023, more than double 2022’s figure

February 23, 2024
by Fabrizio Tabone

Home Affairs Minister Byron Camilleri notes that education and awareness are the best tools to combat such threats