艾媒咨询 | 2026-2027年手机用户骚扰电话观察报告

近年来，随着移动通信深度普及与数字化生活全面渗透，骚扰电话问题持续困扰广大手机用户，成为影响通信体验与个人信息安全的重要民生议题。全球领先的新经济产业第三方数据挖掘和分析机构iiMedia Research（艾媒咨询）最新发布的《2026-2027年手机用户骚扰电话观察报告》数据显示，中国智能手机用户规模由2019年的882.2百万人稳步增长至2025年的1152.8百万人，预计2027年将达到1210.6百万人，但增速持续回落，用户规模红利逐步见顶，存量用户的通信体验与隐私保护诉求日益凸显。
从用户应对方式来看，给号码做标记提醒他人（32.57%）、将号码拉入黑名单（31.90%）、安装防骚扰软件（31.49%）及直接挂断（31.49%）为用户主要应对方式，反映出用户已形成一定的主动防御习惯，但治理手段仍以个体规避为主。对于骚扰电话屡禁不止的根源，30.96%的用户认为虚拟运营商审核宽松沦为骚扰电话温床，30.28%认为产业链成熟致使屡禁不止，29.88%指向个人信息泄露。用户认知已从单纯的“拦截不利”转向对源头审核、产业链治理与信息保护的系统性质疑。
艾媒咨询分析师认为，用户对骚扰电话治理的关切已从单纯技术拦截转向源头防控与违法成本过低的系统性焦虑，表明该问题已进入需多维共治的“深水区”。运营商及终端厂商应协同构建“源头审核+AI拦截+用户赋权”的立体防护体系，通过严控入网资质、升级识别模型、开放个性化黑白名单及“号码信用分”查询等功能，并将合规通信与隐私保护作为核心卖点加强宣导，切实提升用户信任与品牌黏性。
In recent years, with the widespread adoption of mobile communications and the full integration of digital lifestyles, the issue of harassment calls has continued to plague a vast number of mobile phone users, becoming a critical public concern that impacts both the communication experience and personal information security. According to data from the latest "2026–2027 Mobile Phone User Harassment Call Observation Report" released by iiMedia Research—a globally leading third-party data mining and analysis institution for the new economy industry—the number of smartphone users in China has steadily grown from 882.2 million in 2019 to 1,152.8 million in 2025, and is projected to reach 1,210.6 million by 2027. However, the growth rate has been steadily declining, and the demographic dividend of user growth is gradually reaching its peak. Consequently, the demands of existing users regarding communication experience and privacy protection have become increasingly prominent.
In terms of user response strategies, marking a number to alert others (32.57%), adding a number to a blacklist (31.90%), installing anti-harassment software (31.49%), and directly hanging up (31.49%) are the primary approaches adopted by users. This reflects that users have developed certain proactive defense habits, yet regulatory measures still primarily rely on individual avoidance behaviors. Regarding the root causes of the persistent prevalence of harassment calls, 30.96% of users attribute it to lax screening standards by virtual network operators, which have become breeding grounds for such calls; 30.28% attribute it to a mature industry ecosystem; and 29.88% point to personal information leaks. User perceptions have thus shifted from merely viewing "blocking as ineffective" to harboring systematic concerns about source screening mechanisms, industry ecosystem governance, and information protection measures.
Analysts at iiMedia Research believe that users' concerns regarding the regulation of spam calls have evolved from a focus solely on technical interception to a systemic anxiety centered on root-cause prevention and control, as well as the excessively low costs of legal violations; this indicates that the issue has entered a "critical phase" requiring multi-dimensional collaborative governance. Telecom operators and device manufacturers should collaborate to establish a comprehensive defense framework comprising "source-level screening + AI-based interception + user empowerment." This framework should include stringent controls over network access qualifications, upgrades to identification models, the provision of personalized black/white list features, and access to "number credit scores," while positioning compliant communications and privacy protection as core value propositions through targeted advocacy efforts. Such initiatives will effectively enhance user trust and strengthen brand loyalty.