Consistently ahead for customer satisfaction Virgin, with 80% of its customers satisfied, continues to recover from recent declines and Optus (72% satisfied) remains stable. 3 (70% satisfied) recorded a decline but is still above the industry average (68%), whilst Vodafone recorded further declines, now with only 62% of Vodafone customers satisfied.
Mobile Phone Service Provider Customer Satisfaction
Source: Roy Morgan Single Source (June 2010 - May 2011). Total main user of at least one mobile phone and gave provider (n=14,592). ‘% 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:
“The recent gains by Telstra in customer satisfaction of 2% points are mainly driven by increased satisfaction among customers in Queensland and NSW.
“Customer satisfaction often differs according to locations and to the differing needs and uses of the particular customer base.
“Another interesting point to note about Telstra’s performance is that their proportion of dissatisfied customers (9% of their customer base or 617,000 people) has dipped below the industry average (10%).”
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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.