NTRA Issues the Q2 2025 Consumer Satisfaction Survey Report on Mobile and Fixed Internet Services in the Egyptian Market

The National Telecommunications Regulatory Authority (NTRA) has issued its Q2 2025 report (covering April–June 2025) on the consumer satisfaction survey for mobile and fixed internet services in the Egyptian market. The report reflects the level of customer satisfaction with services provided by licensed operators, conducted in cooperation with an international market research firm. The survey included 7,437 mobile users and 2,900 fixed internet users, selected to ensure geographic, age, and gender representation across all segments of society.

This initiative comes as part of NTRA’s ongoing efforts to enhance the methodology for evaluating service quality in Egypt’s telecom market by incorporating feedback from both sides of the ecosystem—operators and users. NTRA continues to measure technical network quality on a monthly basis while also assessing users’ real experience across service touchpoints, including operator stores, waiting time, offers, voice and data quality, customer care, complaint resolution, and billing accuracy.

Key Findings — Mobile Services

1. Operator Stores (Customer Experience at Branches)

• WE: 84%

• e&: 79%

• Vodafone: 78%

• Orange: 76%

2. Waiting Time at Branches

• WE: 73%

• Orange: 69%

• e&: 66%

• Vodafone: 62%

3. Diversity of Packages & Offers

• WE: 64%

• e& / Orange: 63%

• Vodafone: 61%

4. Voice Service Quality

• e&: 78%

• WE / Vodafone: 77%

• Orange: 71%

5. Mobile Internet Quality

• WE: 76%

• e&: 72%

• Vodafone: 69%

• Orange: 64%

6. Customer Service

• Vodafone / e&: 80%

• WE: 79%

• Orange: 68%

7. Complaint Resolution

• Vodafone: 75%

• WE: 73%

• e&: 72%

• Orange: 63%

8. Billing Accuracy

• WE: 72%

• e&: 70%

• Vodafone: 68%

• Orange: 67%

Overall Satisfaction — Mobile Services

Percentage of customers satisfied with the overall mobile service provided:

• e&: 82%

• Vodafone: 80%

• WE: 79%

• Orange: 72%

Key Findings — Fixed Internet Services

1. Internet Quality

• Vodafone: 86%

• WE: 80%

• Orange: 79%

• e&: 78%

2. Customer Service

• Vodafone: 72%

• WE: 71%

• e&: 59%

• Orange: 43%

3. Complaint Resolution

• Vodafone: 78%

• WE: 77%

• e&: 71%

• Orange: 61%

4. Billing & Tariffs

• e&: 59%

• Orange: 54%

• Vodafone: 51%

• WE: 38%

Overall Satisfaction — Fixed Internet Services

• Vodafone: 78%

• Orange: 67%

• e&: 65%

• WE: 63%

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