Results of consumer survey of telecommunications services’ users - UKE

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Results of consumer survey of telecommunications services’ users

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What is the most popular telecommunications service? What are the average fees for telecommunications services? Are subscriber agreements understandable to customers? We encourage you to read the results of a consumer survey conducted in November 2016 by a consortium of Millward Brown S.A. and DANAE Sp. z o.o. for the President of UKE.


During the survey, the respondents presented their opinions on the use of telecommunications services such as fixed and mobile telephony, fixed and mobile Internet, and bundled services. They assessed also the functioning of the telecommunications market in Poland and described what steps they take to ensure their safety on the network. We also asked about the level of satisfaction and own assessment of advancement in the use of technology in everyday life.

The survey was conducted in three groups of participants: individual customers, customers over 50 years of age and institutional customers. All groups of respondents presented similar trends in the use of individual telecommunications services. Individual and institutional customers shared the view that the number of offers available on the market has increased. In addition, consumers have noticed a reduction in prices of telecommunications services, and entrepreneurs positively commented on the improvement of customer service. The respondents have noticed more positive changes in the telecommunications market than negative ones.

Both individual and institutional customers have tried to protect computers against potential threats that appear on the Internet. In both groups, more than half of respondents indicated that they use security software on their computer equipment.

Below we publish full results and key findings of the consumer survey conducted in 2016.

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