Monday, September 26th, 2011

In the six months to June 2011, overall customer satisfaction with Internet service providers continues to increase marginally to 74% of Australians aged 14+ being ”Very” or “Fairly” satisfied.

 Internode (94%) and iiNet (91%) steadily strengthened their lead in customer satisfaction levels. TPG (78%) and Telstra BigPond (72%) recorded marginal increases; whilst OPTUSnet (77%), dodo (69%) and Vodafone (63%) remained relatively stable. 3 (68%) noticeably recovered from recent declines and is slightly behind AAPT (68%).

Internet Service Provider Customer Satisfaction

Source: Roy Morgan Single Source (August 2010 - July 2011). Total Australians 14+ who named their internet provider (n=13,221). “% 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:

“Since December 2010, there has been an increase of 447,000 customers being “very” or “fairly” satisfied with their internet service provider. As providers are continuously seeking to improve customer satisfaction, it is interesting to note that there is a greater proportion of satisfied customers in Victoria (77%) and Western Australia (76 %) than the national average.”

Find out more: the detailed Roy Morgan Internet Service Provider Customer Satisfaction Report is available.

This report provide a broad understanding of satisfaction for the target audience, in terms of demographics, attitudes, activities and media usage in Australia.

An extensive range of Roy Morgan Internet Service Provider Customer Profiles, including iiNet, Internode, Optus, Dodo, Telstra, Vodafone, TPG, 3 and Telstra Bigpond, is available. This profile contains data that can help you understand your audience in terms of demographics, their attitudes to various important issues, how they spend their leisure time and what media they use. Nothing makes a more critical contribution to business decision making than a clear picture of your target market.

Contact Profile

Roy Morgan Research

Roy Morgan Research is Australia’s best known and longest established market research and public opinion survey company. 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.
Shaun Ellis
P: 03 9224 5332


iiNet, Internode, Optus, Dodo, Telstra, Vodafone, TPG, 3 and Telstra Bigpond, Internet service provider satisfaction



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