Thursday, July 28th, 2011 - Roy Morgan Research
In the six months to April 2011, dodo (68%) continued to show improvement, up a further 2% from the previous period ending March 2011, and up 9% from the period ending October 2010.

Overall customer satisfaction with Internet service providers in the six months to April 2011 remained stable, with 73% of Australians aged 14+ being ”Very” or “Fairly” satisfied. Customer satisfaction with Internode (92%), iiNet (89%), TPG (80%) and OPTUSnet (79%) remained above the industry average of 73%, although both Internode and iiNet suffered slight declines. Telstra BigPond (70%) and AAPT (69%) were stable. Vodafone (61% - down from 62%) and 3 (61% - down from 63%) continued their declines.

Internet Service Provider Customer Satisfaction

Purchase the Roy Morgan Internet Service Provider Satisfaction Report
Source: Roy Morgan Single Source (May 2010 - April 2011). Total Australians 14+ who named their internet provider (n=13,007). “% Very or Fairly Satisfied” is the proportion of all customers who are “Very” or “Fairly” satisfied with their overall service with that internet 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:

“Although dodo has seen consistent improvements in the number of people that are satisfied with its service, it still has one of the highest rates of dissatisfied customers amongst service providers. In the six months to April 2011, an average of 13% indicated they were dissatisfied with dodo. Telstra on the other hand has a dissatisfaction level of only 10%.”

Purchase Roy Morgan's Internet Service Provider Customer Satisfaction Report. This report provides a broad understanding of the satisfaction levels of customers of various Internet service providers.

Purchase Roy Morgan's Internet Service Provider Customer Profiles. These profiles provide a broad understanding of the customers of each Internet service provider, in terms of demographics, attitudes, activities and media usage in Australia.

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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.

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Internode, Internet Customer Satisfaction, Dodo, internet, Vodafone, Telstra, iinet, Bigpond, AAPT



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