Study on the Quality of Experience for End-Users of Electronic Communication Services

The Malta Communications Authority has published the findings of its latest Quality of Experience (QoE) study, an independent assessment conducted by PKF. 

This study assesses how consumers perceive their telecoms services across internet, TV, mobile, and fixed telephony. The study explores key aspects of the consumer journey, including the subscription process, payment methods, billing, faults and compensation, contract transparency, customer support, market offers, overall satisfaction, and exposure to scams. The results also offer insights into how consumer experiences have evolved as the study builds on previous studies conducted in 2019 and 2022.