Consumer satisfaction with internet services in Cyprus has reached new heights in 2025, according to a recent survey conducted by the Communications Commissioner.
- Consumer satisfaction with internet services in Cyprus has reached new heights in 2025, according to a recent survey conducted by the Communications Commissioner.
Conducted between July 30 and August 8, the survey involved 1,201 participants, with 801 from urban areas and 400 from rural settings. The results indicate a satisfaction rating of 8.3 out of ten for permanent internet services, a slight but notable increase of 0.1 from the previous year.
While overall satisfaction has risen, perceptions regarding the quality and pricing of these services have seen a slight decline. Respondents rated these aspects at 7.5 out of ten, down from 7.6 over the last three years. This shift highlights a growing concern among consumers as they navigate an evolving digital landscape.
A significant finding from the survey revealed that 80 per cent of respondents were unaware of the performance details outlined in their provider agreements. This marks a four per cent increase from last year, indicating a need for better transparency and communication from internet service providers. Specifically, half of the participants did not know their download speeds, while 62 per cent were unclear about their upload speeds.
Despite the lack of awareness, the number of users measuring their internet performance has improved, with six in ten now actively checking their speeds, a decrease from eight in ten in previous years. Satisfaction ratings for upload and download speeds, along with network response times, were reported at 7.9 out of ten, while overall reliability stood at 8.1.
The survey also highlighted that 88 per cent of users primarily accessed the internet through wireless connections, with 78 per cent utilising mobile phones as their main devices. However, connectivity issues remain prevalent, as 29 per cent of users reported experiencing a complete loss of service at least once a month. Conversely, 24 per cent indicated they never faced such outages.
Among those who reported connectivity issues, 10 per cent noted that these problems occurred most frequently during peak hours, specifically between 8pm and 10pm. A staggering 82 per cent attributed their ongoing operational problems to these interruptions, underlining a critical area for improvement within service delivery.
In a positive turn, consumer satisfaction with how providers handle complaints has improved, with a rating of 7.5 out of ten, slightly up from 7.4 over the past two years. This suggests that while connectivity issues persist, companies are making strides in customer service.
When it comes to switching providers, the survey revealed that 35 per cent of users did so for cheaper rates, 30 per cent due to poor network quality, and 17 per cent because of rising fixed service costs. These factors underscore the competitive nature of the internet service market in Cyprus, as consumers seek better value and performance.
