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).”
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Roy Morgan Single Source is thorough, accurate, and provides comprehensive, directly applicable information about current and future customers. It is unique in that it directs all the questions to each individual from a base survey sample of around 55,000 interviews in Australia and 15,000 interviews in New Zealand annually - the largest Single Source databases in the world. The questions asked relate to lifestyle and attitudes, media consumption habits (including TV, radio, newspapers, magazines, cinema, catalogues, pay TV and the Internet), brand and product usage, purchase intentions, retail visitations, service provider preferences, financial information and recreation and leisure activities. This lead product is supported by a nationally networked, consultancy-orientated market research capability.