Satisfaction With Swiss Mobile Plans: Mobile Data Tops, Roaming and Promotions Flop

Swiss are most satisfied with mobile Internet, and least satisfied with mobile roaming and with special promotional offers. Those are the results of this year’s Swiss mobile customer satisfaction survey carried out by online comparison service moneyland.ch. A total of 1500 people took part in the representative survey.

Participants rated their satisfaction with their cellular service providers’ value for money, network quality, mobile Internet, mobile roaming, customer service, notice periods, special promotions, and mobile apps. Additionally, participants also rated their general satisfaction with their cellular service providers. Ratings were given on a scale of 1 (not at all satisfied) to 10 (completely satisfied).

Wingo ahead of Coop Mobile, Gomo, and M-Budget Mobile

Wingo has the highest rating when you look at the average for all criteria combined, with 8.3 out of 10 points. It is followed by Coop Mobile (8.1 points), Gomo, and M-Budget Mobile (8 points each). All of those ratings translate into a “very good” score. Galaxus Mobile takes fifth place with 7.9 points. Telecom giant Swisscom sits in the midfield with 7.5 points. Customers of Sunrise (7.1. points), Salt, and Yallo (7.4 points each) are the least satisfied.   

Table 1: Average ratings by cellular service provider

Highest satisfaction with mobile Internet, network quality, and mobile apps

Of all the criteria, mobile Internet received the highest ratings (8 out of 10 points). Network quality (7.9 points) and mobile apps (7.7 points) also received good ratings. Next in line are value for money (7.5 points) and customer service (7.4 points).

Lowest satisfaction with promotions, mobile roaming, and notice periods

Swiss consumers are less satisfied with the special promotional offers, mobile roaming (making calls and using mobile data while traveling in other countries). Both of these criteria received ratings of 7.1 points. Satisfaction with notice periods is also relatively low, at 7.3 points.

Table 2: Average ratings for individual criteria across all cellular providers combined

While customer satisfaction with special promotions is generally poor, there are big differences between service providers. Wingo and Gomo received the best ratings in this regard, each with 8.3 out of 10 points. Next in line are Coop Mobile and Galaxus mobile, each with 7.8 points. Swisscom received the lowest rating, at 6.6 points, with Sunrise (6.7 points) and Salt (7.2 points) also being rated poorly in this regard.

For mobile roaming, Swisscom’s budget subsidiary Wingo received the highest customer satisfaction rating, with 7.8 points, followed by Coop Mobile (7.5 points) and Galaxus Mobile (7.4 points). Satisfaction with mobile roaming is lowest among customers of Gomo (6.3 points), with Sunrise and Yallo (6.8 points each) being second from the bottom. Salt received a 7-point rating, and Swisscom receive 7.2 points.

Mobile roaming is a longstanding issue which has received below-average ratings in past years as well, explains Ralf Beyeler. “In spite of the heavy use of mobile roaming in advertising campaigns, customers still are not satisfied with their cellular providers’ roaming services.”

Customer satisfaction with notice periods

Gomo customers are the most satisfied when it comes to notice periods, giving the cellular service provider 8.6 points. Second place is shared by Coop Mobile, Galaxus Mobile, and Wingo, each with 8.3 points. These providers offer mobile plans without minimum contract terms – with the exception of Coop Mobile, which does have minimum terms for some of its plans. Salt and Sunrise received the lowest ratings for notice periods (6.7 points each), followed by Swisscom and Yallo (7.3 points each). Swisscom and Salt both use relatively long minimum contract terms for their cellular plans. Sunrise’s contract terms vary between offers. Yallo offers plans without minimum contract terms.

Customer satisfaction with mobile apps from cellular providers

Many customers now use mobile apps to manage their cellular plans. For that reason, mobile apps have been included as a criteria in the moneyland.ch Mobile Customer Satisfaction Survey for the first time in 2024.

Customers of Wingo and M-Budget Mobile are most satisfied with the mobile apps. Both of these providers received 8.1-point ratings. Coop Mobile takes third place, with 8 out of 10 points. Swisscom sits in the midfield, with 7.8 points. Salt, Sunrise, and Yallo all share the last place, with 7.4 points.

Wingo and M-Budget Mobile have the highest mobile Internet ratings

For many Swiss consumers, the quality of mobile Internet connections is the most important criterion of all. Wingo and M-Budget Mobile lead in this regard, with each being rated with 8.5 points. Gomo takes the third place (8.4 points), followed by Swisscom (8.2 points), Coop Mobile, Galaxus Mobile, and Salt (8 points each). 

It should be critically noted that respondents were not always able to distinguish between apps and general online and mobile services. Sometimes an app was rated without actually being a smartphone app. 

Customer satisfaction with Swisscom mobile plans

Swiss market leader Swisscom received an average rating of 7.5 points. Its customers are most satisfied with its network quality (8.4 points) and mobile Internet (8.2 points). Satisfaction is lower for the mobile app (7.8 points), customer service (7.7 points), notice periods (7.3 points), mobile roaming (7.2 points), and value for money (6.8 points). Swisscom customers are least satisfied with special promotions (6.6. points). Customers gave Swisscom a general satisfaction rating of 7.9 points, on average.

In addition to its flagship Swisscom brand, the company also offers cellular services under the Wingo brand, the M-Budget Mobile brand (in collaboration with Migros), and the Coop Mobile brand (in collaboration with Coop). It is interesting that Swisscom’s budget subsidiaries received higher customer satisfaction ratings on many points than Swisscom itself.

Customer satisfaction with Sunrise mobile plans

Sunrise, Switzerland’s second-largest telecom company, received the lowest average customer satisfaction, with 7.1 points. Its customers are most satisfied with its mobile Internet (7.6 points), mobile app (7.4 points), and network quality (7.3 points). Satisfaction is lower when it comes to value for money (7.1 points) and mobile roaming (6.8 points). Sunrise customers are least satisfied with its special promotional offers (6.7 points). The average rating for general satisfaction is 7.3 points.

Customer satisfaction with Salt mobile plans

The country’s third-largest telecom company sits second from the bottom. The Renens-based cellular service provider has an average customer satisfaction rating of 7.4 points. Mobile Internet (8 points), network quality (7.8 points), and value for money (7.6 points) received the highest ratings. Salt’s mobile app and customer service received 7.4 points each, and its special promotions received 7.2 points. Customers are least satisfied with mobile roaming (7 points) and notice periods (6.7 points). The rating for general satisfaction given by Salt’s customers is 7.8 points.

Table 3: Customer satisfaction ratings by cellular provider and criteria

Table 4: Customers satisfaction scores by cellular provider and criteria