Nicosia: Consumer satisfaction with mobile services in Cyprus remains high, reaching 8.4 out of 10 compared with 8.5 in 2025, while some service quality problems and satisfaction with complaint handling have slightly worsened, according to a survey by the Office of the Communications Commissioner.
According to Cyprus News Agency, the sixth survey on consumers' perception of the quality of mobile services was conducted in May 2026 among 1,207 people, including 812 in urban areas and 395 in rural areas. The survey revealed that better prices and offers are the most important factor when choosing a provider, cited by 46% of respondents, followed by reliability at 27% and network coverage at 24%. When asked to name the single main reason for choosing a provider, 24% cited better prices and offers.
Lower charges and better offers are also the main reason for switching providers, cited by 37%, while 17% pointed to better call coverage offered by another provider. Overall satisfaction with mobile services stood at 8.4/10, marginally down from 8.5/10 in 2025, while satisfaction with value for money rose to 8.2/10 from 8.1/10.
Regarding problems occurring at least once a month, 27% reported poor mobile internet connection quality, up by two percentage points from last year. Complete loss of service was reported by 24%, poor call quality by 21%, and dropped calls by 17%. A further 15% reported calls being transferred directly to voicemail, 11% delays in sending text messages, and 6% delays in receiving voice messages. Such problems were reported more frequently by people aged 18-29.
Seventeen percent of respondents said they had reason to complain about their mobile service over the past 12 months, compared with 16% in 2025. Of those, 41% filed a complaint with their provider, down from 44% the previous year. Satisfaction with the handling of complaints fell to 5.1/10 from 5.6/10 in 2025.
Finally, 20% of consumers said they were open to the possibility of switching providers, while a further 2% were actively looking to switch. Among those considering a change, 68% said they had experienced some form of mobile service quality problem. The survey was carried out by Pulse Market Research Ltd using a structured questionnaire prepared by the market observatory team of the Office of the Commissioner of Electronic Communications and Postal Regulation (OCECPR).