José M. Rodríguez Silva

Updated Monday, March 11, 2024-02:01

  • Telephony Vodafone and Telefónica launch themselves to capture mobile and fiber customers in the face of the imminent merger of Orange and MásMóvil

Do you know how many

gigs

you spend per month with your mobile?

If not, you shouldn't worry too much, since it belongs to the majority of Spaniards.

Specifically,

52.64% of the population does not know how much mobile data they consume at the end of the month.

In a market marked by unlimited data offers to increase rates, the evidence that indicates that many users get carried away by the idea of ​​"living without burdens" with their mobile phone and end up contracting much more than they actually consume is overwhelming.

In fact,

almost one in four Spaniards admits that they contract extra data "just in case

. "

According to a

study by IO Research for Finetwork

, the contracting of data packages is quite homogeneous, but is led by packages of up to 50 GB (23.10%), followed by those of 20 GB (22.85%) and 10GB ( 22.11%).

The work takes a sample of 2,000 people and yields relevant conclusions about how Spaniards consume the Internet at a time of change for the telecommunications sector.

Among the data, it stands out that the average paid in a Spanish home for its

telecommunications services is 54 euros

, which attests to the growing weight of

low cost

in the market.

Despite the fact that prices in the sector continue to fall, 47% of customers continue to think that operators do not reward them enough and, among their demands, is allowing access to offers to new users or receiving exclusive rewards for fidelity.

However,

more than 60% consider what they pay "adequate

. "

Likewise, price remains the main factor for changing companies.

34% will assure that they would do so if the rate was raised without warning

.

Behind them, the quality of the service (17.6%) or the end of a temporary promotion or its small print (13.22%) also have a relevant weight.

PHONE AND HUMAN ATTENTION

This is not the only example of gaps between customer perception and companies.

23% think that their operator's bills or loyalty policies are complicated to understand.

One point on which the Spanish have no doubts is how they want to contact the 'telecos'.

In the world of artificial intelligence, the average consumer continues to be reluctant to change

and opts for the traditional.

Thus, the favorite method to contact customer service continues to be the telephone (41.22%), followed by the physical store (24.55%) and the most valued is human attention without going through a machine (more than 32 %), even above speed, preferences that are also transversal in all age segments, including the youngest.