Understanding consumer experiences of mobile network quality

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Description

Ofcom is committed to a thriving telecoms sector where companies can compete fairly, and consumers benefit from efficient and sustainable markets where competition delivers choice, value and high-quality services.​ Our 2025/2026 Plan of Work outlines a commitment to a programme of work to promote competition and investment in mobile markets, including through empowering consumers to choose the network and services that best suit their needs.​ Good mobile connectivity can drive better outcomes for consumers and is an important driver of productivity and therefore economic growth. To achieve high quality and competitive mobile networks, the networks need to compete on both price and quality. This programme of work aims to understand how the incentives for networks to compete on mobile quality can be sharpened.​ This research will provide evidence and insight to support the programme outcomes:​ To assess whether Ofcom and stakeholders are providing information about network quality that consumers can access, understand, and use to inform their choice of network provider, and if this information can be improved.​ To consider changes to existing information provided and/or any regulatory interventions that may be required to help customers drive improved mobile market investment in network quality.​ To inform wider conversations with external stakeholders about how to empower consumers to use information about network quality to get the service that best meets their needs.​

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