Ookla’s latest report on UK smartphone users’ satisfaction indicated that customers may shift to new mobile service providers due to several reasons.
Leading mobile network operators are Vodafone, EE, O2 and Three.
Network disruptions are a major frustration, with 27 percent of respondents experiencing monthly outages and 11 percent dealing with multiple outages each month. These issues drive 16 percent of users’ dissatisfaction.
More than a quarter (26 percent) of respondents plan to switch providers within the next 12 months, citing service issues and cost as primary reasons.
Slow web page loading and video stream interruptions bother 38 percent and 19 percent of users, respectively, underscoring a demand for improved service quality.
Cost savings motivate 54 percent of users considering a switch, while others are looking for better content bundles (20 percent), faster speeds (32 percent), and improved reception (27 percent).
A significant 89 percent of users value receiving updates and notifications about network issues, highlighting the need for transparency.
Users prioritize network speed and coverage quality over promotional offers, with 32 percent planning to switch for faster connections and 27 percent for better coverage.
Only 14 percent of respondents consider device upgrades a top priority, indicating a shift towards service quality over hardware.
While 57 percent blame network providers for streaming issues, 19 percent blame their device, and 24 percent point to streaming platforms, revealing complex user expectations.
The report highlights opportunities for UK mobile providers to reduce churn by addressing key issues like network stability, proactive communication, and quality of experience (QoE) for users.
The report said Wi-Fi remains crucial alongside widespread cellular data usage, with 71 percent of respondents using both evenly.
5G adoption signals a growing appetite for new technologies, with 72 percent of respondents using 5G-enabled smartphones.
Network outages are a significant concern, affecting 27 percent of U.K. respondents and 14 percent of U.S. respondents at least once a month.
A report from Ofcom in July indicated that O2 is the most complained about mobile operator, with their complaints again primarily driven by how customers’ complaints were being handled. Tesco Mobile, Sky Mobile, EE and Vodafone received the fewest complaints in the mobile sector.
Baburajan Kizhakedath
