Almost 40% of KPN users very satisfied with indoor mobile coverage

Tuesday 11 August 2015 | 12:22 CET | Background

Just over a third (34%) of the Dutch who use their mobile phone at home were very satisfied in May with the indoor network coverage. This is up from 19 percent six months earlier, according to research by Telecompaper. KPN customers are the most content, with 37 percent very satisfied with indoor coverage. 

The survey looked at mobile customers both of the network operators and of the virtual operators on their network. The total share of consumers satisfied or very satisfied with indoor coverage was up 3 percent points over the six months to 85 percent in May. The group 'very satisfied' showed the strongest growth in the period, going from 19 to 34 percent, while those 'very dissatisfied' fell to 2 percent from 7 percent six months earlier. 

The figures do not include people who do not use their mobile phones at home. This group also showed a change between November 2014 and May 2015. In May, 87 percent of mobile users said they used their phones at home, up from 82 percent six months earlier (not shown in graph).

KPN network users most satisfied

Comparing the three main network operators, KPN users were most often very satisfied with indoor coverage for calls, SMS and/or data. Thirty-seven percent of KPN network users said they were 'very satisfied', compared to 33 percent on the T-Mobile network and 32 percent on the Vodafone network.

T-Mobile users were more often (very) dissatisfied with indoor coverage, at 5 percent versus 3 percent for KPN. This may be explained by T-Mobile's spectrum holdings, as it does not have frequencies in the 800 MHz band for 4G, while KPN and Vodafone do. The higher spectrum used by T-Mobile penetrates less well indoors. T-Mobile plans to deploy its 900 MHz spectrum for 4G by year-end to help alleviate this problem.

Customers on the Tele2 network were not counted in the survey as they were still partly using the T-Mobile network in May.

T-Mobile, Vodafone customers less satisfied

A comparison of the network operators' own brands with the second brands or MVNOs on their networks also shows differences in levels of satisfaction. Customers on the KPN brand (including Hi) were more often (very) satisfied (91%) compared to users of other brands on the KPN network (85%), including Telfort, Lebara and Hema.

The opposite was true for T-Mobile and Vodafone network users. Their own customers are less satisfied with indoor coverage than the customers of the other brands on the T-Mobile and Vodafone networks, such as Simpel or Hollandsnieuwe.

This research is based on the Telecompaper Consumer Panel. The survey was conducted in November 2014 (n=1,178) and May 2015 (n=1,337). Panel participants are aged 12-80, and results are stratified according to age, gender and education. For more information about research opportunities with the panel, please contact research@telecompaper.com.

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