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.

艾媒咨询 | 2025年中国移动通信行业发展状况与消费行为调查数据

随着移动通信行业的发展，其服务边界持续拓展，规模不断扩大，消费者们越来越关注诸如消费体验、线下销卡、信息安全和流量套餐选择等问题。根据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《2025年中国移动通信行业发展状况与消费行为调查数据》数据显示，2024年的中国电信业务收入达到1.98万亿元，说明移动通信行业市场规模在不断扩大。消费者选择运营商时最关注信号与网速，其次为资费透明度及套餐性价比，说明消费者比较注重消费的体验与性价比。在消费行为方面，43.65%消费者每月话费支出集中于101-200元区间，且35.89%消费者倾向于每1-2年更换套餐，反映出市场存在持续服务优化空间。尽管80.43%消费者理解线下销卡流程的必要性，但61.54%消费者对手续复杂繁琐表达不满，凸显服务便捷性亟待提升。信息安全领域，67.94%消费者深受骚扰电话困扰，36.21%消费者对运营商推销电话过多提出批评，显示消费者权益保护机制需强化。流量套餐方面，35.78%消费者认为资费优惠不足，同时套餐同质化和流量结转限制成主要痛点。值得注意的是，41.90%消费者对未来通信技术发展最期待的是资费价格降低，其次为网络稳定性提升及信息安全强化。艾媒咨询分析师认为，运营商应重点优化网络质量与资费结构，建立差异化套餐体系，通过简化业务流程提升消费者体验。同时需加强消费者隐私保护机制，降低营销干扰，以增值服务生态构建增强消费者粘性，推动行业高质量发展。
With the development of the mobile communication industry, its service boundary continues to expand, and the scale continues to expand, consumers are increasingly concerned about issues such as consumption experience, offline card cancellation, information security and traffic package selection. According to the latest "Survey data of China's mobile communication industry development and consumer behavior in 2025" released by iiMedia Research, the world's leading third-party data mining and analysis institution for the new economy industry, China's telecom business revenue in 2024 will reach 1.98 trillion yuan. It shows that the market scale of mobile communication industry is constantly expanding. When consumers choose operators, they pay most attention to signal and network speed, followed by tariff transparency and package cost performance, indicating that consumers pay more attention to consumption experience and cost performance. In terms of consumer behavior, 43.65% of consumers' monthly phone bill expenditure is concentrated in the range of 101-200 yuan, and 35.89% of consumers tend to change plans every 1-2 years, reflecting the existence of continuous service optimization space in the market. Although 80.43% of consumers understood the necessity of offline card cancellation process, 61.54% of consumers expressed dissatisfaction with complicated and cumbersome procedures, highlighting the urgent need to improve the convenience of services. In the field of information security, 67.94% of consumers were troubled by harassing calls, and 36.21% of consumers criticized the excessive sales calls of operators, indicating that the protection mechanism of consumer rights and interests needs to be strengthened. In terms of traffic packages, 35.78% of consumers believe that tariff concessions are insufficient, while the homogenization of packages and traffic carry-over restrictions are major pain points. It is worth noting that 41.90% of consumers are most looking forward to the future development of communication technology is the reduction of tariff prices, followed by the improvement of network stability and information security. iiMedia Research believe that operators should focus on optimizing network quality and tariff structure, establish a differentiated package system, and enhance consumer experience by simplifying business processes. At the same time, it is necessary to strengthen the consumer privacy protection mechanism, reduce marketing interference, and enhance consumer stickiness with the construction of value-added service ecology to promote the high-quality development of the industry.