Results of the consumer survey - UKE

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Results of the consumer survey

The President of the Office of Electronic Communications publishes the results of a survey concerning the use of telecommunications services in Poland.


Consumer Surveys are conducted every year, at the request of the President of the Office of Electronic Communication. Just like in the past years, this year’s survey was conducted as a quantitative study and, for the first time, as a qualitative study.

The quantitative survey made it possible to determine the level of using the telecommunication services as well as get to know the opinions of the individual customers and companies and institutions operating in Poland. In addition, the objective of the survey was to gather the general views of the customers about the telecommunications market in Poland and the changes that are taking place in the aforesaid market. The respondents answered the questions during direct, face-to-face interviews.    

The survey was conducted in the period from October until November and encompassed three representative groups of participants:
  • individual customers
  • individual customers above 50 years of age
  • institutional customers.
During the qualitative analysis, the respondents expressed their opinions on the functioning of telecommunications market, using the services as well the quality thereof through the prism of their needs. The aforementioned research made it also possible to get to know the level of knowledge held by the customers as regards ‘the Internet of Things’ and cyber security.        

The research was conducted using the method of in-depth individual interviews within the period from October until November and encompassed:

  • individual customers
  • institutional customers.

It should be remembered that the values presented in the research are based exclusively on the declarations of the respondents and do not necessarily have to reflect the actual values and market data. 

The conclusions presented below were juxtaposed with the results of the research conducted in 2014.


Individual customers

  • Vast majority of Poles uses a mobile phone (92%). By contrast, the fixed line telephone is the least used service. The use of mobile telephony has increased by 4 percentage points as compared to the previous year, while having a landline telephone maintained at a similar level, and amounts to 24%.
  • The average declared expenditure on a cell phone amounts to 49 PLN. Expenses vary, depending on the type of offer. The customers using the pre-paid mobile service spend on average 35 PLN, whereas in case of monthly subscription the costs reach the amount of 62 PLN, and in case of the mix option - 50 PLN.  
  • The level of Internet access declared by the respondents has increased significantly over the last year (from 58% to 69%). The most popular devices used to access the Internet are laptops and mobile phones used by the vast majority of respondents.
  • The average monthly fee for the use of both mobile and landline Internet connection access has amounted to 55 PLN.
  • Most people who have mobile Internet, use the LTE service (86% of respondents surveyed), including more than three quarters of respondents, who declare they use such service.
  • Every tenth respondent has heard of the term ‘Internet of Things’ and/or ‘Machine to Machine’ (M2M). 17% of people who are familiar with this concept uses this kind of technology (this represents almost 2% of the total tested population). Smart TV (82%) is the most frequently mentioned device using M2M technology.
  • The vast majority of respondents using the Internet are aware of sharing their data in the network and related risks. More than 2/3 of those using the Internet have an antivirus programme, anti-spyware or other software making it possible to protect the computer or laptop from potential threats.
  • Service packages are becoming more popular among the Poles. In the last year, the percentage rate of people integrating their services into packages has increased from 16% to 23%. However, the composition of the packages has not changed and the most frequently combined services are still TV and fixed line Internet.
  • Most individual customers discern a number of positive changes in the Polish telecommunication market (72%). The positive changes most frequently observed by the individual customers have been, just like in the year 2014, the development of new technologies and the reduction of prices in the telecommunications market.

Individual customers above 50 years of age

  • In 2015, the use of the mobile telephone services was declared by 92% of respondents above 50 years of age. This is 3 percentage points more than in the previous year. 76% of the respondents indicated that having a mobile phone was a major cause of resignation from a fixed line phone.
  • There is a strong decrease (by 10 percentage points) in the use of fixed line phones at homes (from 40% to 30%) among respondents aged 50 and older in 2015 as compared to the previous year.
  • 60% of owners of traditional telephone line admit that they use this service out of habit. For most users of fixed line telephone (78%) this service is of great importance, 40% of respondents is not willing to resign from the traditional fixed line telephone and switch to mobile telephony, 37% of its supporters justify their opinion stating that the number of their fixed line telephone is known among family and friends.
  • Using the computer and Internet access is declared by almost half (44%) of the respondents aged 50 and more.
  • The respondents aged 50 and older most often justified not using the Internet for the reason of the lack of such need (31%), lack of skills (27%) and also the belief that it is too complicated (14%). A year earlier, the respondents also frequently pointed to a lack of appropriate skills (30%) and no need to use the Internet (26%).

Institutional customers

  • The most common telecommunications service among business customers is mobile telephony, used by 97% of surveyed companies, which amounts to 8 percentage points more than last year.
  • Fixed line telephony is still used (30%), mainly in larger companies and in the public sector, yet there is a considerable decrease in comparison to the previous year, i.e. by more than 20 percentage points. The need to use fixed line telephony is in a way induced by regular customers who are accustomed to this form of contact.
  • Mobile telephony and Internet access are deemed to be necessary tools to conduct business activity. Bigger companies are more satisfied with the use of mobile services. This may be due to the fact that the aforementioned companies have a dedicated account manager, mentioned by respondents whenever accessing their satisfaction with the services.
  • 80% of the companies declare they have the access to the Internet. 72% of all of the customers have declared that they have the access to this service. In the sector dominated by institutional customers, the most popular is the fixed access to the Internet – 72% of all companies using Internet have this kind of access. Some respondents especially appreciate the access delivered by means of optical fibre, which guarantees its high bandwidth and reliability.
  • The most frequent reason for having mobile Internet is the need to access Internet away from the office (51%) and an attractive offer in comparison to fixed line Internet (47%).
  • 71% of the companies with Internet access are familiar with the LTE service. This service is better known in the largest in companies employing at least 50 employees.
  • 25% of the representatives of the surveyed companies have heard of ‘the Internet of Things’, but the application of solutions using the “Machine to Machine” technology has been declared by only 3% of all companies. The reasons why the companies do not benefit from M2M solutions are the concerns of those companies about data security and borders of the surveillance of their employees as well as poor knowledge about these solutions and their high costs.
  • The use of advanced telecommunications services by medium-sized and large enterprises is still limited but it is slowly gaining popularity. Entrepreneurs are more and more frequently using cloud services.
  • The vast majority (92%) of companies is aware of the risks of network access and uses protections against potential threats; better knowledge about data security is held by medium-sized and large companies. Most of them have a data security policy and an employee designated to deal with such issues.
  • The average monthly expenditure on the Internet access in the companies amounts to 105 PLN (last year, the average amounted to 79 PLN). Expenditures differ, depending on the size of companies - in micro-enterprises (1-9 workers) it amounts to 102 PLN, in small companies (10-49 workers) it is 125 PLN, and in medium and large companies (more than 50 works) it is 306 PLN per month.
  • The representatives of the surveyed companies are positive about the changes that have taken place in the telecommunications market over the last year. Most frequently they indicate: the development of new technologies (34%) and lower prices (27%). 23% of respondents enumerated the negative phenomena such as high prices of services, low efficiency of the lodged complaints and inefficiency in dealing with complaints, as well as low market competition.
  • More than a half of the respondents, 51% (36% in 2014), who have heard of the operations of the Office of Electronic Communication, expresses a positive opinion about the Office. UKE is most known among the biggest companies – hiring more than 50 employees.
Full results of quantitative and qualitative research can be found on Polish language.
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