A new nationwide survey has revealed that Cypriot consumers are increasingly prioritizing low prices and promotional offers over quality and reliability when choosing a mobile network provider. The findings, published in the May 2025 Mobile Telecommunications Quality Survey conducted by Pulse Market Research, offer a detailed snapshot of user satisfaction, switching behavior, and technical concerns in Cyprus’ mobile market.

According to the survey, which gathered responses from over 1,200 mobile users across urban and rural regions, cost-related factors dominate user preferences. A record 47% of respondents cited "better prices/offers" as a primary reason for choosing their current mobile provider, followed by 37% who prioritize reliability and 20% who seek better network coverage. Over time, the weight of price has consistently risen, from just 26% in 2021.

When it comes to customer satisfaction, overall sentiment remains positive, with an average score of 8.5 out of 10 for general service satisfaction and 8.1 for value-for-money. However, only 59% of users rated their satisfaction as “high” (9-10), suggesting room for improvement, especially among users aged 40-59 and those with only secondary education.

Despite relatively strong satisfaction levels, connectivity issues remain widespread. More than half of users (56%) reported experiencing poor signal reception in specific areas, with Limassol (30%) and Nicosia (24%) being the most frequently mentioned problem zones. Other issues include call drops (22%), call quality problems (22%), and complete service outages (22%)—a clear indication that many users are still grappling with inconsistent mobile performance.

The survey also tracked complaint behavior. About 16% of respondents had reason to complain about their provider in the past year, mostly due to billing issues, unexpected charges, or service functionality. However, only 44% submitted their complaints to the provider, while over half chose not to report problems—either believing it would make no difference or finding the process too cumbersome. Satisfaction with complaint handling remains modest, at just 5.6 out of 10.

Interestingly, 21% of users say they are open to switching providers, up from 19% in 2024. Among them, many already experience service dissatisfaction and have observed poor reception. However, only 1% are actively searching for a new provider, suggesting that inertia or lack of clear alternatives still hinders customer mobility.

Portability awareness has improved, with 42% of respondents having used the mobile number portability process at some point. Among those who used it recently, the majority expressed satisfaction, though smaller providers like Primetel and Cablenet scored higher than major players in customer experience during the porting process.

The findings underscore a crucial dynamic in Cyprus’ telecom landscape: price continues to trump quality, even as consumers express growing frustration with service inconsistencies. For mobile operators, the message is clear—competitive pricing may win customers, but sustainable loyalty will likely depend on network improvements, transparent billing, and responsive customer service.