> **来源：[研报客](https://pc.yanbaoke.cn)** # Summary of Special Eurobarometer 560: e-Communications and Digital Single Market ## Core Content This report, based on the Special Eurobarometer 560 conducted in January–February 2025, provides an in-depth analysis of the current state of e-communications and digital connectivity within the European Union. The survey covers various aspects of communication services, including access to fixed and mobile telephony, internet connectivity, service packages, consumer experiences, international communication, and awareness of emergency numbers. ## Main Findings ### 1. Access to Communication Services - **Mobile Telephony**: Nearly all Europeans (97%) own a personal mobile telephone, with Sweden (100%) and Hungary (96%) showing the highest rates. This is a slight increase from the previous survey (SP530). - **Fixed Telephony**: Only 41% of households have a fixed telephone, with significant variation across countries. Greece (82%), Malta (70%), and Portugal (66%) have the highest rates of fixed telephone ownership, while Latvia (97%), Finland (96%), and Czechia (95%) have the highest non-ownership rates. - **Household Internet Access**: Over 85% of households have internet access at home, with the Netherlands (99%), Denmark (98%), and Sweden (98%) leading. Italy (29%) and Romania (23%) have the lowest rates, showing an increase in non-ownership compared to the previous survey. - **Gigabit Internet**: 40% of Europeans have a fixed gigabit internet connection at home, with Malta (67%), Sweden (58%), and France (54%) leading. The majority (54%) either believe their current connection is sufficient or find gigabit internet too expensive or unavailable. ### 2. Service Packages - **Service Bundle Penetration**: 64% of Europeans have subscribed to two or more services as part of a bundle, with Malta (89%) and Portugal (89%) having the highest rates. - **Most Common Services in Bundles**: Fixed internet (43%), mobile telephony (40%), and television (35%) are the most frequently included services in bundles. The most common combinations are "mobile telephony and internet" (33%), "internet and television" (31%), and "mobile telephony and television" (22%). The least common is "fixed telephony, mobile telephony, internet, and television" (9%). - **Bundle Size**: Two-service bundles (16%) are the most common, followed by three-service bundles (14%). ### 3. Consumer Experience - **Switching Providers**: 57% of Europeans have switched service package providers, with Greece (77%) and Slovakia (74%) showing the highest rates. 46% of those who switched did not experience any problems, with Finland (69%) and Denmark (67%) leading. - **Common Issues**: The most frequently mentioned issues during switching are "temporary loss of service" (22%), "new services taking days to work properly" (18%), and "need to change equipment" (12%). Other issues, such as paying for both old and new bundles, are less common. - **Fraudulent Calls and SMS**: 80% of Europeans have never been charged for answering or calling back after receiving a fraudulent call, and 80% have never been charged for responding to or opening unsolicited SMS. The highest rates of fraudulent calls were in Austria (29%), Ireland (28%), and Croatia (28%). ### 4. International Communication within the EU - **Frequency of International Communication**: Nearly half (47%) of Europeans communicate internationally within the EU, with occasional use being the most common. Daily use is rare, at only 11%. - **Preferred Methods**: Mobile phone is the most common method for international communication, with 20% using it occasionally, 9% regularly, and 6% daily. International SMS is used occasionally by 17%, regularly by 6%, and daily by 3%. - **Landline and VoIP**: International phone calls over landlines are used occasionally by 14%, regularly by 6%, and daily by 4%. VoIP is used occasionally by 18%, regularly by 9%, and daily by 4%. ### 5. Communication When Traveling - **Travel Frequency**: 69% of Europeans have not traveled to another EU country, Iceland, Liechtenstein, or Norway in the last two years. - **Roaming Experience**: 78% of those who traveled reported benefiting from roaming without surcharges. - **Common Issues**: The most frequent issues when traveling include lower mobile internet speed (34%), lower broadband standard (32%), and higher roaming usage (30%). Less frequent issues include reaching data limits (24%) and being surcharged (19%). - **Actions to Avoid Charges**: The most common actions to avoid unexpected charges are limiting mobile data use (40%) and switching off data roaming (34%). Some also activate special roaming plans (27%) or switch off their mobile phone entirely (25%). ### 6. Awareness of Emergency Communications - **EU 112 Number**: 75% of Europeans are aware of the 112 emergency number in their own country, with Finland (98%), Sweden (98%), and Portugal (98%) leading. Awareness in other EU countries is lower, with 50% aware, and Belgium (71%) and Luxembourg (69%) showing the highest levels. ## Key Information - The survey was conducted in 27 EU Member States, involving 26,354 respondents, using face-to-face interviews in all countries. - The methodology is consistent with Standard Eurobarometer practices, with some countries using remote video interviews. - The report highlights the declining trend in fixed telephone ownership and the increasing reliance on mobile and internet-based communication. - Awareness of emergency numbers is generally high, but varies by country and age group. - Consumer satisfaction with communication services is mixed, with issues such as service disruptions and unexpected charges being common. - The trend in service bundle usage continues, with a focus on fixed internet, mobile telephony, and television. ## Conclusion The Special Eurobarometer 560 provides a comprehensive overview of the digital communications landscape in the EU, emphasizing the widespread use of mobile and internet services, the decline in fixed telephone ownership, and the increasing popularity of service bundles. It also highlights the importance of consumer awareness and the challenges faced during service switching and international communication. The findings underscore the need for continued investment in digital infrastructure and the protection of consumers in the evolving digital market.