The Communications Regulatory Authority (CRA) has unveiled the results of its 2023 Business Consumer Satisfaction Survey. This important initiative seeks to enhance the telecommunications experience for business consumers across the State of Qatar. Drawing on insights from 2,100 businesses spanning diverse industries and regions, the survey sheds light on key performance metrics for telecommunication services provided by Ooredoo Qatar Q.P.S.C and Vodafone Qatar P.Q.S.C.
The survey revealed that overall satisfaction with telecommunication services remains moderate to high at 73%. Mobile voice services achieved a satisfaction rate of 78%, while fixed voice services followed closely with 75%. Network coverage satisfaction was high, with 81% of business consumers reporting satisfaction with mobile voice network coverage, and mobile internet and leased line coverage both achieving satisfaction rates of 74%. Billing and payment satisfaction also showed notable improvements, with fixed voice and fixed internet billing satisfaction surging to 88%, reflecting increases of 6% and 9%, respectively, compared to the previous survey conducted by CRA in 2019.
Usage of fixed voice and fixed internet services has significantly increased, with adoption rates rising to 80% in 2023 from 68% and 55%, respectively, in 2019. Mobile voice and mobile internet services emerged as the most critical for business operations, with over 90% of respondents rating them as highly important. Among Over-The-Top (OTT) services, WhatsApp was the most widely used, with an overwhelming 99% of businesses reporting its use, followed by IMO (49%) and Skype (43%).
The findings underscore CRA’s essential role in shaping Qatar’s telecommunications landscape. By leveraging detailed consumer feedback, CRA aims to address service quality gaps through targeted policies to ensure consumer-focused solutions.
“This survey provides crucial insights into the evolving needs and expectations of Qatar's business community regarding telecommunication services. While we are pleased to see high satisfaction levels in many areas, we recognize the importance of continuous improvement to meet the evolving needs of businesses in Qatar. As part of CRA’s strategic vision to foster a fair and competitive telecommunications environment, this survey is a cornerstone in driving innovative, high-quality service offerings and improving consumer experiences, in alignment with CRA Strategy and Qatar National Vision 2030,” said Amel Salem Al-Hanawi, Director of the Consumer Affairs Department at CRA.
