Arcep: customer satisfaction at half mast at SFR, my mobile network is enriched

The level of overall customer satisfaction (mobile and fixed) of operators is quite close to the four national operators.If SFR is last with 7.1 out of 10 average.It is followed by Bouygues Telecom at 7.4, while Free climbs at 7.6.Finally Orange arrives in pole position of a short head with 7.7.

If we separate the fixed and the mobile, the classification remains the same: SFR remains in last position in both cases with averages of 6.8 and 7.4 out of 10 respectively.Bouygues Telecom is penultimate with 7.1 and 7.6, free free with 7.3 and 7.8, while Orange keeps the head at 7.5 and 7.8.

SFR's reputation and orange prices on the fixed

On the fixed, nine indicators are detailed ... and the red square brand still arrives in last position on seven of them.Here, we can see the fruits of Altice's ISP strategy in recent years: it is far below its competitors concerning the "reputation" with a note of 6.6 out of 10.

Bouygues Telecom and Free obtain 7.3 against 7.7 for Orange which therefore enjoys the best reputation.This good position is counterbalanced by the indicator on the perception of the price of the offer which is less good in the "historic" operator compared to its competitors, and in particular Free which is largely in the lead.

The telecoms gendarme notes that "fiber subscribers have a better level of satisfaction than ADSL subscribers [with between 0.3 and 0.4 more point depending on the case, editor's note] with the exception of SFR subscribers who note their supplierequivalently regardless of their internet access mode ”.

We take the same and start again on the mobile

On the mobile also nine indicators are detailed and SFR is once again last time on seven of them (including twice ex æquo with Bouygues Telecom).As on the fixed, SFR's reputation and orange rates are distinguished, but not in the right way (unlike Free Mobile).Bouygues Télécom is average.

The operators obtain small scores - between 6.4 and 6.7 out of 10 - concerning the "additional services" and stand in a pocket handkerchief on the "data volume available to connect to the Internet".

SFR is also last on customer service satisfaction

Customer service satisfaction does not allow SFR to change the situation.It is set back, both on the mobile (5.6 out of 10) or the fixed (5.4 out of 10).The gap is greater in the latter case since the operator accuses between 0.6 and 0.7 point behind its competitors, the averages of which are 6 and 6.1 out of 10.

Whatever the operator (on fixed and mobile), more than one in two customers have encountered at least one problem over the past 12 months: they are 56 % Bouygues Telecom, 60 % at Free and Orange and finally 66% at SFR which is therefore once again the worst student.Which should encourage Altice to review his practices in depth.

In the list of problems encountered by customers on fixed exclusively, three points stand out: poor internet quality, reception of unwanted calls on your fixed line and poor quality of TV.Orange is the most cited on unwanted calls, while SFR is this time at the penultimate place.

The red square brand is "first" in the other two cases.Note that free the heel on quality of service problems.Unsurprisingly, SFR is also largely at the top of "overcharging or contractual problems".This, while Alain Weill had promised that these practices would cease upon arrival.He has gone since.

Resolutions are raised among the four FAIs

A problem with his operator or his ISP, it can obviously happen;It is then important to see how customer service reacts and if a solution is found quickly.Good news on the fixed: the "high problem solving rate in all operators" says Arcep.

It is 78 % at Free and SFR, compared to 82 % for Bouygues Telecom and Orange.In more than 50 % of cases, only one call was necessary to solve billing problems, poor quality of TV and Internet.On the other hand, several exchanges were needed in 73 % of cases related to the subscription of the package and activation of the service.

On average (and still on fixed), 57 % of free customers only needed one exchange, 55 % of those from SFR, 49 % at Orange and finally 45 % only at Bouygues Telecom.It is generally necessary to wait several days since only 3 to 7 % of the concerns are resolved during the day.

In 24 to 32 % of cases the deadline was more than a week.

SFR "full" cardboard on mobile customer service

On the mobile, the three main problems concern the reception of unwanted calls on its mobile phone, the poor quality of the Internet network and finally the quality of the telephone network or SMS.Only 8 % of those questioned report billing problem and 1 % when they change their operator.

This time again, SFR is "head" on almost all indicators.50 % of its customers indicate that they have encountered a concern, compared to 45 % for Bouygues Telecom, 42 % for Orange and 39 % for Free Mobile.This last title, moreover, well, except on the quality of service where it is in third position.

In 69 to 78 % of cases, the problems were solved, all operators combined, with a single exchange in the majority of cases.If free mobile customers have the fewest problems, they are also those with the lowest resolution rate: only 68 %, compared to 75 % for Bouygues Telecom and SFR, 77 % for Orange.

Again, between 2 and 5 % only of cases find a solution the same day, when it takes at least a week in 21 to 31 % of cases.What to leave our four operators with good margins of progression.