A year ago, Arcep, or the telecoms regulatory authority in France, launched the servicejalerte.arcep.fr. Thanks to this websitepresented at the time in our columns, everyone can in a few minutes and a few clicks report on aproblem encountered with a landline and internet or mobile telephone operator. And to celebrate the first year of operation of this platform, the telecom management organization is offering a summary of the alerts reported by users.
The summary allows you to seewhich operators record the highest number of complaints:
It is SFR which wins the prize for the fixed and mobile operator having been the subject of the greatest number of complaints, with 30 to 35,000 alerts recorded for 100,000 customers.
Conversely, Orange is best placed, with 15 to 20,000 alerts received per 100,000 customers.
Bouygues Telecom is second, followed by Free, third.
Concerning the recurring reasons for dissatisfaction, ARCEP notes the quality of service, followed by the receipt of unwanted calls as well as contractual and billing problems.
The telecoms police also took the opportunity to launch a survey aimed at collecting customer satisfaction scores for their mobile operator. 4,000 people were surveyed to rate their operator from 1 to 10.
Here are the results:
Free thus appears at the top of this survey with ascore of 7.5/10, alongside Orange. Bouygues is very close with a score of 7.2/10. SFR is again last with a rating of only 6.8/10.
Thanks to the data collected by the ARCEP alert office over the last 12 months, and in particular34,000 reports, but also this recent Médimétrie survey, we can conclude that SFR appearsas much to be the least reliable operator as the least appreciated. Orange displays good scores, limiting the number of complaints and visibly satisfying its users. Finally, despite a high number of complaints for Free, Xavier Niel's operator is making up for it thanks to agood customer satisfactionfor the mobile telephony side, a little contradictory?
- If you want to share an alert about your operator, it's here, on jalarme.arcep.fr
- See here the ARCEP report for the 1 year of “J’Alerte”
How do you find your operator? (and who is it...?)
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Editor-in-chief for iPhon.fr. Pierre is like Indiana Jones, looking for the lost iOS trick. Also a long-time Mac user, Apple devices hold no secrets for him. Contact: pierre[a]iphon.fr.
