A worrying scenario for Vodafone
The latest report from the Telecommunications Customer Service Office (OAUT) reveals that Vodafone has been the most questioned operator for its converged service offers over the past year. This news has been welcomed by Movistar, its direct rival, which now enjoys an opportunity to increase its market share.
An analysis of complaints
According to the report, Vodafone, along with Yoigo and Jazztel, top the list of operators with the most complaints in fiber and mobile services. In contrast, companies such as Pepephone, Digi and Simyo emerge as more reliable alternatives, with a minimal number of complaints in the same categories.
Claims in convergent services
In the converged services sector, Vodafone recorded a total of 6.6 complaints for every 10,000 customers, a figure which, although worrying, represents a slight improvement on the previous year. In contrast, Pepephone stands out with just 0.3 complaints per 10,000 users.
The panorama of mobile services
The general trend in the mobile sector shows a decrease in complaints, with notable exceptions such as Movistar and Yoigo. On the other hand, Digi ranks as the operator with the fewest incidents, with only 0.23 complaints per 10,000 customers, while Jazztel is on the opposite side with 5.68 complaints.
An insight into fiber claims
In relation to complaints about fiber services, a general decrease has been observed. Simyo is the operator that has received the fewest complaints in this category, with only 1.14 cases per 10,000 customers, while Yoigo remains the most questioned with 11.12 complaints.
The role of the OAUT
The OAUT is the authority in charge of managing disputes between users and telecommunications operators. This entity regulates aspects such as contracts, operator changes and penalties, and acts as a mediator when customers consider that their rights have been violated. Its decisions are binding for the operators, becoming an effective resource for conflict resolution.
Trends in claims
The 2023 report indicates a 10% decrease in the number of formal complaints, with a total of 13,516 cases resolved. This may indicate a trend towards less problematic consumption of telecommunications services, although the OAUT remains an essential advocate for users, with 64% of cases resolved in their favour.
Motivations behind complaints
User complaints mainly focus on converged fiber and mobile services, which account for 62.5% of the total. Disagreements about contractual conditions (26.8%) and penalties for termination (12.4%) are the most frequent causes. In the mobile sector, incorrect billing is the main reason for complaints (13%).
Vodafone’s current situation highlights the imperative need to maintain a high quality service in an increasingly competitive market. With increasing complaints and pressure from competitors, the company will have to reassess its strategies to regain the trust of its customers.