High level of satisfaction of users of electronic communication services

Research on the level of satisfaction of users of electronic communication services showed their high level of use and high level of user satisfaction with their quality and prices, announced the Agency for Electronic Communications and Postal Services (EKIP).
For the needs of EKIP, the public opinion polling agency Damar Plus conducted a survey on the level of satisfaction of users of electronic communication services in Montenegro.
The research was conducted at the end of May and the beginning of June, and it was based on a sample of 1.05 thousand respondents, aged 15 and over.
“The research was related to the level of user satisfaction with fixed and mobile telephony services, the Internet and the distribution of television and radio programs, familiarity with individual telephone numbers, as well as the level of awareness of the rights of users of electronic communication services,” the announcement states.
The results of the survey show that 44.6 percent of respondents use fixed telephony, 97.8 percent of respondents use mobile electronic communication services, 95.8 percent of respondents follow TV programs through TV program providers, and that 88.4 percent of respondents use the Internet.
“The research results also show that 86.3 percent of users are satisfied with the quality of fixed telephony services, 85.8 percent of users with mobile telephony services, 87.9 percent of users with Internet access services, while 85.2 percent are satisfied with the quality of the service provided by the TV program provider users”, said EKIP.
Fixed telephony is used by 44.6 percent of respondents, while 86.3 percent are satisfied with fixed telephony services, and 69.7 percent of respondents are satisfied with fixed telephony service prices.
“The percentage of users who had problems with their use in previous years is 41.7 percent, while 73.8 percent of users are satisfied with the speed of eliminating problems. In previous years, 37.2 percent of respondents contacted their operator’s customer support (call center), while 82.7 percent of users were satisfied with the service they received,” the announcement states.
Mobile electronic communication services in Montenegro are used by 97.8 percent of respondents, while 92.7 percent of respondents own a so-called smartphone.
“48.1 percent of surveyed citizens use a phone that supports the 5G network, while 67.9 percent of users who have a phone that supports the 5G network use the 5G network for data transmission,” EKIP said.
Of the total number of users of mobile services, 97.1 percent use the phone call service, 84.4 percent the Internet access service, and 62.7 percent the SMS message service.
“Regarding Internet applications for communication, the largest number of users use Viber 97.2 percent, followed by Instagram 68.6 percent, WhatsApp 54.7 percent and Facebook Messenger 52.6 percent,” the statement added.
The general level of user satisfaction with mobile network services is 85.8 percent, while the level of user satisfaction with their prices is 72.9 percent. In previous years, 27.5 percent of mobile phone users used customer support services, while 89 percent of users were satisfied with the service provided.
“The roaming service was used by 23.8 percent of users and we have a trend of increasing from year to year. “80.9 percent of surveyed citizens know that roaming services in the countries of the Western Balkans are charged as if they were using them in their own network in Montenegro, while 74 percent actually used them,” EKIP said.
The number of Montenegrin citizens who watch TV programs through one of the TV signal distribution systems is 95.8 percent, while 2.9 percent of users watch TV programs broadcast through broadcasting systems.
“The level of satisfaction with the quality of the service provided by the TV program provider is 85.2 percent, 75.4 percent are satisfied with the quality of the program offer, and 67.7 percent of the users are satisfied with the prices,” the survey showed.
The number of citizens who in the previous year noted interference or interruptions in signal reception is 40.7 percent, while 72.5 percent of respondents are satisfied with the speed of elimination of these interferences.
“The customer support center (call center) was contacted by 36.4 percent of users in previous years, while 79.9 percent of users were satisfied with the quality of the support services. Citizens single out quality as the key reason for choosing a TV program provider, followed by program selection, service price and service package,” EKIP said.
The number of Montenegrin citizens who have the possibility to use the Internet at home is 91.5 percent of the population, while 88.4 percent of the respondents stated that they use the Internet.
“87.9 percent of respondents are satisfied with the quality of Internet services in Montenegro, and 77.1 percent with the price. The number of Internet users who noticed certain disturbances and interruptions in the use of the Internet in previous years is 45.7 percent,” the announcement states.
79.4 percent of them were satisfied with the speed of elimination of disturbances and service interruptions. The percentage of Internet users who have used the customer service support service in recent years is 38.8 percent, while 81.6 percent of those users are satisfied with the service they received.
The results of the research on the level of satisfaction of users of electronic communication services in Montenegro can be found on the Agency’s website https://ekip.me/page/reports/istrazivanja/content.

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