Bahrain Telecom Survey Finds Network Experience Improving by Up to 13%

MANAMA — Bahrain’s Telecommunications Regulatory Authority has published its 2025 Consumer Experience Survey, based on feedback from 3,000 residential consumers, showing notable improvements in network coverage and service transparency while identifying complaint resolution as an area requiring further progress.

The survey assessed the consumer journey across three dimensions: Network and Services Experience, Channels Experience, and Support and Complaint Experience.

According to the findings, consumers continued to report positive experiences across several areas of Bahrain’s telecommunications market, particularly network reliability, digital service channels and the professionalism of customer-service interactions.

Compared with the previous survey conducted in 2022, the proportion of consumers who described themselves as delighted with outdoor network coverage increased by 13 percentage points.

Indoor network coverage recorded an 11-point improvement, while service transparency also increased by 11 points.

The findings nevertheless identified opportunities for further improvement, particularly in complaint resolution and consumer awareness of available telecommunications services and regulatory protections.

Philip Marnick, General Director of the Telecommunications Regulatory Authority, said the research provides the regulator and licensed operators with evidence to better understand consumer expectations and identify opportunities to improve service quality.

“Consumers remain at the heart of Bahrain’s telecommunications sector,” Marnick said.

He added that the Authority would continue promoting effective competition, protecting consumer interests and encouraging continuous improvement across the telecommunications market.

Shaikh Abdullah bin Hamoud Al Khalifa, Director of Consumer and Communications, said the survey goes beyond measuring overall satisfaction by examining consumer experiences throughout their interactions with telecom providers, from selecting and using services to obtaining support and resolving complaints.

The results will provide operators with benchmarks to improve customer experience, transparency and consumer confidence.

The survey forms part of TRA Bahrain’s ongoing market-monitoring programme and complements broader initiatives focused on service quality and consumer protection.

The regulator said the findings will support future policy and regulatory work aimed at strengthening outcomes for telecom users across the Kingdom.