In the six months to April 2011, 3 (72%) remains above the industry average (68%) but continues to record a decline in customer satisfaction levels. Optus (72%) recorded a marginal decline, whilst Vodafone’s satisfaction continued to fall (65% from 66%). Telstra, still below the industry average, recorded a marginal increase to 64%.
Mobile Phone Service Provider Customer Satisfaction
Source: Roy Morgan Single Source (May 2010 - April 2011). Total main user of at least one mobile phone and gave provider (n=14,523). “% Satisfied” refers to the proportion of all customers who are “Very” or “Fairly” satisfied with their overall service with that mobile phone service provider (on a five point scale). Total industry figure excludes those who ‘can’t say’ their provider. NOTE: Satisfaction score is provided by the respondent for the brand that the respondent has a relationship with.
Andrew Braun, Director Mobile, Internet and Technology, Roy Morgan Research, says:
"Virgin not only has the highest level of satisfied customers, but also the lowest level of dissatisfied customers, with only 4% of their customer base ‘dissatisfied.’ This compares very well with the industry average of 10% (i.e. 10% of customers are dissatisfied with their mobile service provider).”
Purchase Roy Morgan’s Mobile Service Provider Satisfaction Report. This report provides an indication of overall customer satisfaction trends for Mobile Service Providers within Australia.
Purchase Roy Morgan's Mobile Phone Service Provider Customer Profiles. These profiles provide a broad understanding of the customers of each mobile phone service provider, in terms of demographics, attitudes, activities and media usage in Australia.
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