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Users’ habit testing: the most important are the Internet speed, price, and quality customer service and fast fault removal

The study was carried out for HAKOM by the Ipsos agency on all together representative samples of 1,001 respondents aged 18 to 65 years.

ZAGREB, 28 January 2022 - In December 2021, a survey was carried out on the habits and experiences of using the Internet in the Republic of Croatia on a representative sample of 1001 respondents aged 18-65. Public opinion polls were conducted by the Ipsos agency for Croatia's Regulatory Authority for Network Industries (HAKOM).

The survey found that the most frequently used communication services are mobile voice services (98%), internet access services (82%) and fixed voice services (65%). Most users (76%) use the internet access service within service package, and 89% believe all necessary services are in the package. To connect to the Internet in the household, mostly 92% of users use the home WiFi network, while 54% of users connect via the mobile network. The dominant devices that connect users to the internet are smart telephone (97%) and laptops (87%), while the desktop computer uses 45% of the respondents to connect.

An increase in the price of ADSL/VDSL services would encourage about half of the current users to switch to optical connections. Almost one third of users do not know what speed they have contracted. For most users with speeds below 100 Mbit/s, internet speed is not a usage restriction, in the context that some demanding services are not used because of low internet speed, 37% of users would like to have higher speeds, but are not willing to pay, while 22% think they do not need higher speeds. About half of the users stated that they received information on the maximum, normal and minimum internet speed from their operators. Users do not have the habit of regular checking of speed – most do so only when they notice that internet speed has changed.

Users are mostly unaware of HAKOM's applications, so the survey showed that HAKOMetar was used by 20 percent of the respondents, while HAKOMetar Plus eight percent. The frequency of technical problems has remained almost unchanged compared to 2020. The most common problems are termination of the internet access, poor internet speed and WiFi network problems. Nevertheless, a largely high level of satisfaction with the services has been recorded. The majority of Internet users have experience of contacting the user service, 68% have contacted several times. As a rule, users were satisfied, they are more satisfied with the quality of the response than with the speed of the response.

A lower price is the most common reason why users change the operator, but the current price has a greater impact on the change decision, i.e. the minimal change in the price of the current operator will more likely encourage them to change than the competition offer. Almost all Internet users are taking some activities to maintain security on the internet, most often avoid downloading applications from unknown sources, protecting personal data and not contacting unknown people. Nevertheless, 15 per cent said they had a cyber-attack or cyber bullying experience.

For more information on testing result please contact the following link

For additional information please contact:

Croatian Regulatory Authority for Network Industries (HAKOM)

  • Roberta Frangeša-Mihanovića 9 Street
  • 10110 Zagreb, Croatia
  • Tel. + 385 (0) 1 700 70 07
  • Fax + 385 (0)1 700 70 70

Media inquiries can be submitted online using HAKOM’s official website:

About Hakom

HAKOM - Croatian Regulatory Authority for Network Industries – ensures preconditions for a fair market competition, stable growth and environment for innovations in the electronic communications and postal services market. HAKOM protects users’ interests and the possibility of choice among various communications and postal services at affordable prices, defines sustainable competitive conditions for operators and service providers under fair conditions for return on investment, and provides support to economic growth, public services and the quality of life in the Republic of Croatia by using modern technologies. HAKOM’ strategic goals are: to promote regulation of the electronic communications and postal services market, to support growth of investments and innovations in the electronic communications and postal services market, to provide efficient use of limited resources, to accelerate the growth of broadband products and services, to provide affordable offers of communications and postal services, to provide protection and informing of users, to build an efficient and comprehensive information system, to define and implement efficient processes, and to acquire multi-disciplinary expertise in market regulation.