Source: in-cyprus.philenews.com
The Office of the Commissioner of Electronic Communications and Postal Regulation (OCECPR) has carried out its sixth consecutive survey on consumer perceptions of mobile phone service quality, finding that subscribers remain broadly satisfied even as signal problems and complaints edged higher than last year.
The OCECPR’s Market Observatory team designed the structured questionnaire, and Pulse Market Research Ltd carried out the fieldwork in May 2026, surveying 1,207 people, 812 in urban areas and 395 in rural areas.
Subscribers rated their satisfaction at 8.4 out of 10, down slightly from 8.5 in 2025, while common signal problems worsened marginally compared with last year.
Consumers continue to choose or switch providers mainly for better prices and reliable coverage, and one in five remain open to changing companies, unchanged from 2025. The share of people with grounds to complain rose slightly, to 17% in 2026 from 16% in 2025, while satisfaction with how complaints were handled declined compared with last year.
Choosing a provider
Better prices and offers, reliability, network coverage and staff service quality remain the top reasons consumers pick a mobile provider. As in previous surveys, the leading factors are better prices and offers (46%), reliability (27%, down 10 percentage points from 2025) and network coverage (24%). These factors hold regardless of whether consumers live in urban or rural areas, with better prices and offers again the single biggest reason for choosing a provider (24%).
Switching providers
Cheaper charges and better offers (37%) and better network coverage for calls from another provider (17%) remain the main reasons consumers switch providers, consistent with previous surveys.
Consumer satisfaction
Satisfaction with mobile service from their provider stood at 8.4/10, a slight fall from 8.5/10 in 2025 and broadly in line with results over time. Satisfaction with value for money rose to 8.2/10, up from 8.1/10 in 2025.
Service quality problems (at least once a month)
Consumers reported experiencing the following at least once a month:
- Complete loss of service: 24% (up 2 percentage points on last year)
- Poor call quality: 21% (up 3 points)
- Dropped calls: 17% (up 1 point)
- Calls diverted straight to voicemail: 15% (unchanged)
- Delayed text messages: 11% (improved by 2 points)
- Delayed voicemail delivery: 6% (unchanged)
- Poor internet connection quality via mobile broadband: 27% (up 2 points)
People aged 18-29 reported these problems more often than other age groups.
Consumer complaints
Only 17% of respondents said they had grounds to complain about their mobile service in the past 12 months, mostly relating to general service issues. Among those with grounds to complain, the share who went on to actually file a complaint with their provider fell slightly, from 44% to 41%.
Satisfaction with how complaints were handled fell slightly, from 5.6/10 to 5.1/10.
Willingness to switch
20% of consumers are open to switching mobile provider and 2% are actively looking to switch. These consumers are aged 40-49, with satisfaction of 7.5/10 for their mobile service and 7.2/10 for value for money. Of this group, 68% said they had noticed some mobile service quality problem.