User complaints have dropped sharply, why can't operators laugh?

According to news on June 3, the Ministry of Industry and Information Technology has recently issued a notice on the quality of telecommunications services for the first quarter of 2021 (No. 2 of 2021). In the first quarter, telecommunication user appeal acceptance agencies at all levels accepted 28,784 appeals from telecommunication users, a decrease of 0.9% month-on-month and a year-on-year decrease of 21.0%. Among them, user service complaints accounted for 54.8%, fee dispute complaints accounted for 28.1%, and network quality complaints accounted for 17.1%.

In terms of spam complaints, in the first quarter, the 12321 Network Bad and Spam Reporting and Accepting Center accepted 62,042 complaints from users about harassing calls, a decrease of 53.5% from the previous quarter. 29057 complaints about spam messages from users were accepted, a decrease of 21.7% from the previous month.

In terms of complaints about bad mobile phone applications, the 12321 Acceptance Center received a total of 42,122 effective reports of bad mobile phone applications, a decrease of 12.48% month-on-month and 2.48% year-on-year.

Regarding complaints about malicious bombing of SMS, the 12321 Acceptance Center accepted 18,708 complaints about malicious bombing of SMS from users, a decrease of 25.6% from the previous month.

Earlier, the Ministry of Industry and Information Technology released data on the telecommunications service quality announcement for the fourth quarter of 2020, showing that telecommunications complaint acceptance agencies at all levels accepted 29,052 complaints from telecommunications users, a decrease of 12.8% month-on-month and 41.6% year-on-year.

You are not mistaken, the above complaint indicators that are closely related to operators are declining, which means that the services of China Mobile, China Unicom, and China Telecom are getting better and better, at least there are fewer and fewer complaints.

Instead, we saw that in terms of Internet information service complaints, the Internet information service complaint platform received a total of 21053 complaints from Internet users, an increase of 10.5% from the previous month.


On the one hand, there are fewer complaints from operators, and on the other, there are more complaints from Internet companies. Does this really make operators happy?

Looking at the overall situation through the financial report, in terms of key financial indicators, the operating income and net profit of the three operators have both increased year-on-year. Among them, China Mobile's revenue increased by 9.5% year-on-year, and its net profit increased by 2.3% year-on-year. China Telecom's revenue increased by 12.7% year-on-year, and its net profit increased by 10.6% year-on-year. China Unicom's revenue increased by 11.4% year-on-year, and its net profit increased by 21.3% year-on-year.

In the same period, the average revenue of the five Internet companies, Alibaba, JD, Pinduoduo, Tencent, and Meituan, increased by 92.95% year-on-year. Eliminating the impact of fines, Ali's operating profit in the first quarter increased by 48% year-on-year. Tencent's profit in the first quarter was 47.7 billion, which dwarfed Kweichow Moutai's 13.9 billion, and surpassed the combined profits of the three operators. On the whole, the overall profits of Internet companies have increased by more than 20%.

Compared with Internet companies, operators have a large gap in performance. However, the increase in related complaints from Internet companies with rapid business development is an indicator of "prosperity", and the reduction in complaints from operators is not gratifying.


Complaints are sometimes an annoyance of happiness. When a company or an industry has a lot of complaints, or when complaints grow, it means that it is in the first echelon of social and user attention, and it is also in a rising period. On the contrary, when the company or industry withdraws from users’ vision, or loses With more and more user interfaces, there will naturally be fewer complaints.

Operators are doing their best to strengthen service management and improve service quality. This is also one of the reasons for the decrease in complaints. However, in recent years, operators no longer appear at the 315 party. Operators’ user complaints have dropped significantly, but it is obvious that service levels cannot be fully utilized Improve to explain.

In the 5G era today, operators’ thinking is also changing. They have begun to pay more attention to the cultivation of their own services and applications. They have begun to actively develop new channel capabilities and adopt more aggressive marketing methods. These changes may be in the future. For a period of time, the number of customer complaints has increased. However, if this happens, it will prove that the operator industry is truly recovering.

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