The Commissioner for Communications carried out the sixth survey in a row on consumers' perception of the quality of mobile services. The survey was conducted through a structured questionnaire prepared by the GCRC Market Observatory team with a sample of 1,207 people (812 people in urban areas and 395 people in rural areas) and carried out in May 2026 by the company Pulse Market Research Ltd, contractor of the project.
This year's survey shows that subscribers in Cyprus remain satisfied with a score of 8.4 out of 10 (8.5 in 2025), while common signal problems show a slight deterioration compared to last year. Over time, most consumers choose or change provider mainly for better prices and reliable coverage, while one in five remains open to the idea of moving to another company, as in 2025. The percentage of people who had a reason to submit complaints shows a slight increase (17% in 2026, 16% in 2025) with satisfaction with the handling of complaints showing a deterioration compared to last year.
The main results of the survey are summarized as follows:
Mobile operator selection criteria:
The major reasons for choosing a mobile operator are the best rates/offers, reliability, better network coverage, and better service from the staff. Compared to previous research, the following are maintained as the main factors:
Best prices/offers (46%)
reliability (27%, showing a decrease of 10% compared to 2025)
network coverage (24%)
These factors apply regardless of the area of residence (urban or rural). However, the main reason for choosing a provider is the best prices/offers (24%).
Reasons for switching provider:
The most important reasons for switching mobile operators, as in previous surveys, are:
cheapest fees and best deals (37%)
the best network coverage from another provider for calls (17%).
the best network coverage from another provider for calls (17%).
Consumer Satisfaction:
The level of satisfaction with the mobile telephony service they have from their provider rose to 8.4/10, showing a slight drop compared to the 2025 survey (8.5/10), remaining at approximately the same levels as the long-term results. The level of satisfaction for value for money stood at 8.2/10 (8.1/10 in 2025).
The level of satisfaction with the mobile telephony service they have from their provider rose to 8.4/10, showing a slight drop compared to the 2025 survey (8.5/10), remaining at approximately the same levels as the long-term results. The level of satisfaction for value for money stood at 8.2/10 (8.1/10 in 2025).
Service quality issues (at least 1 time per month):
Consumers stated that they notice:
Full loss of service: 24% (2% deterioration from last year)
Poor line quality: 21% (3% deterioration)
Call interruption: 17% (1% deterioration)
Transfer of calls directly to the voicemail: 15% (no change)
Text/SMS delay: 11% (2% improvement)
Delay in receiving voice messages: 6% (unchanged)
poor internet connection quality (via mobile broadband access): 27% (2% deterioration)
People aged 18-29 report that they observe the phenomena more often than other age groups.
Poor line quality: 21% (3% deterioration)
Call interruption: 17% (1% deterioration)
Transfer of calls directly to the voicemail: 15% (no change)
Text/SMS delay: 11% (2% improvement)
Delay in receiving voice messages: 6% (unchanged)
poor internet connection quality (via mobile broadband access): 27% (2% deterioration)
People aged 18-29 report that they observe the phenomena more often than other age groups.
Consumer Complaints:
Only 17% of respondents stated that in the last 12 months they had any reason to complain about the mobile telephony services they receive from their provider and it mainly concerned issues in general with the operation of the service. At the same time, of those who stated that they had a reason to complain, the percentage of consumers who filed a complaint with their provider decreased slightly from 44% to 41%.
Satisfaction with the handling of complaints showed a slight deterioration: from 5.6/10 to 5.1/10.
Willingness to change provider:
20% of consumers are open to the idea of switching mobile operators, and 2% are actively looking to switch providers. These people are people aged 40-49, with a level of satisfaction, from mobile service to 7.5/10 and from value for money to 7.2/10. 68% of them report that they have noticed a mobile service quality problem.
20% of consumers are open to the idea of switching mobile operators, and 2% are actively looking to switch providers. These people are people aged 40-49, with a level of satisfaction, from mobile service to 7.5/10 and from value for money to 7.2/10. 68% of them report that they have noticed a mobile service quality problem.
