Access speed, prices, quality customer service and fast fault removal are most important to Internet users in Croatia, while mobile network voice services and Internet access are the communication services they use most, according to a survey by the HAKOM regulator.

The survey was conducted for HAKOM, the Croatian Regulatory Authority for Network Industries, in December by the Ipsos market research agency on 1,001 respondents aged 18 to 65.

Ninety-eight percent of respondents use voice services in the mobile network, while the second most used service is Internet access (82%).

In the fixed network, voice services are used by 65% of respondents, 76% use the Internet as part of a package of services, while 98% think their package provides all the services they need.

Ninety-two percent of respondents use a home WiFi network to connect to the Internet, while 54% use a mobile network, with 97% doing so via smartphone, 87% via laptop and 45% via desktop.

About 50% of respondents said they would switch to an optical connection in the event of higher ADSL/VDSL prices, while almost one in three don’t know their contracted speed.

For a majority of respondents with speeds below 100 Mbit/s, Internet speed does not represent a restriction in Internet use, 37% would like to have higher speeds but are not willing to pay for it, while 22% feel their speeds are higher than they need.

Respondents said they were not in the habit of checking their access speed, with most doing it only when they notice the speed has changed.

The survey shows that technical problems are almost as frequent as they were in 2020, the most frequent difficulties being no Internet access, poor speed and WiFi problems.

Respondents said they were mostly highly satisfied with their services and customer service, with 68% having done so a number of times.

Customers most often change operators due to lower prices.

Almost all Internet users take some action to maintain online security, they avoid downloading apps from unknown sources, protect personal data and don’t contact unknown persons, although 15% said they experienced cyber bullying.