TRA publishes 2025 Consumer Experience Survey to strengthen consumer outcomes

The Telecommunications Regulatory Authority (TRA) has published the 2025 Consumer Experience Survey, providing a comprehensive assessment of residential consumers’ experiences with telecommunications services across the Kingdom of Bahrain. The survey offers valuable insights into consumer perceptions of network performance, digital and physical service channels, customer support, and complaint handling. The survey supports the Authority’s ongoing efforts to promote a competitive market that delivers high-quality services to consumers.

The survey, conducted among 3,000 residential consumers across Bahrain, examined the consumer journey through three key dimensions: Network and Services Experience, Channels Experience, and Support and Complaint Experience. It assessed both overall satisfaction and detailed service attributes, providing an evidence-based view of market performance while identifying areas where further improvements can enhance the consumer experience.

The findings indicate that consumers continue to report positive experiences across many aspects of telecommunications services, particularly in network reliability, digital engagement channels, and the professionalism of customer service interactions. Compared to the 2022 survey, the results also demonstrate notable improvements in the proportion of consumers who were delighted with key aspects of their experience, including outdoor network coverage (+13%), indoor network coverage (+11%), and service transparency (+11%). At the same time, the survey highlights opportunities for further improvement in areas such as complaint resolution, and consumer awareness of available telecommunications services and regulatory protections.

Commenting on the publication of the survey, the General Director of the Telecommunications Regulatory Authority Mr. Philip Marnick said:

“Consumers remain at the heart of Bahrain’s telecommunications sector. The Consumer Experience Survey provides an important evidence base that enables the Authority and licensed operators to better understand consumers’ expectations and identify opportunities to further enhance service quality. As the sector continues to evolve, the Authority remains committed to promoting effective competition, protecting consumer interests, and encouraging continuous improvement across all aspects of the telecommunications market.”

The Director of Consumer and Communications Sh. Abdullah Bin Hamoud AlKhalifa added: “This survey goes beyond measuring satisfaction by examining the experiences consumers have throughout their interactions with telecommunications service providers—from selecting services and using network services to accessing support and resolving complaints. The insights generated will support the Authority’s regulatory work and provide operators with valuable benchmarks to strengthen customer experience, improve transparency, and enhance consumer confidence.”

The Consumer Experience Survey forms part of the Authority’s ongoing market monitoring programme and complements other consumer-focused initiatives undertaken by the TRA to assess service quality, strengthen consumer protection, and encourage continuous improvement across the telecommunications sector.