- The level of user satisfaction for all services increased compared to the same period in 2023.
- Service quality and billing issues were the main reasons for complaints in telecommunications and electricity, respectively.
- Mobile services once again received the highest ratings and the lowest number of complaints.
Internet and mobile telephony were once again the most highly rated services by Spaniards, according to the latest CNMC Household Panel results for the fourth quarter of 2024.
Global satisfaction indicators with services (percentage of households/individuals, IV-2024)
Universe: Households with service. *Universe: Individuals with service. Source: CNMC
All services improved their satisfaction level compared to the same period in 2023.
Almost six out of ten households were satisfied with their fixed telephone service, while the satisfaction rating for electricity and gas supply also continued to rise, reaching 56.9% and 57.4% respectively.
Households satisfied or very satisfied with the services
Universe: Households with service. *Universe: Individuals with service. Source: CNMC.
As in previous waves of the Household Panel, the main reason for dissatisfaction with electricity and gas was the price: 84.3% of households dissatisfied with electricity cited high cost as the main reason, a percentage that reached 87.8% in the case of natural gas.
The second reason for dissatisfaction with energy services was lack of clarity in bills, while lack of information on supply and contractual conditions was the third.
Regarding telecommunications services, the price of services was also the main reason for dissatisfaction, except for fixed broadband and mobile internet, where lack of service quality became the primary reason for dissatisfaction among households.
Main reasons for dissatisfaction with services (percentage of households/individuals, IV-2024),
Universe: Households reporting little or no satisfaction with the service *Universe: Individuals reporting little or no satisfaction with the service. Source: CNMC.
The CNMC Household Panel also provides information on users who filed complaints. For example, one out of ten users filed a complaint about their fixed broadband service.
Conversely, mobile telephony had the fewest complaints or reports (4.9%).
Users who have filed complaints or reports regarding services in the last twelve months
Universe: Households with service. *Universe: Individuals with service. Source: CNMC
In telecommunications services, most complaints were mainly due to lack of service quality, while in electricity services, billing issues were the main problems.
Methodology
These results are part of the CNMC Household Panel, a biannual survey of households and individuals. The CNMC aims to collect information directly from citizens through surveys and analysis of service bills. The study is cross-sectoral and collects data related to the telecommunications, audiovisual, energy, postal, and transportation markets, among others. The survey for this wave was conducted in the fourth quarter of 2024 and included 5,402 households and 9,139 individuals. This tool provides comprehensive and diverse information, allowing the CNMC to better understand consumers’ perspectives.