Thursday, November 24th, 2011
Internode (93%) and iiNet (90%) continue to maintain their strength in customer satisfaction. TPG (80%) and OPTUSnet (76%) remain relatively stable and above the industry average (74%). Telstra BigPond (72%) showed a slight improvement from last month. Clustered closely together are 3 (66%), dodo (65%), and AAPT (63%), who are still below the industry average.

In the six months to September 2011, Vodafone is showing the first signs of increased customer satisfaction with 64% of customers being “Very” or “Fairly” satisfied.

Internet Service Provider Customer Satisfaction

Source: Roy Morgan Single Source (October 2010 - September 2011). Total Australians 14+ who named their internet provider (n=13,418). “% 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 Vodafone is still at the low end of customer satisfaction, this latest Roy Morgan ISP Service Provider Satisfaction Survey shows the first signs of improvement. This is similar to the improvement with mobile phones.”

The detailed Roy Morgan Internet Service Provider Customer Satisfaction Report provides 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 includes iiNet, Internode, Optus, Dodo, Telstra, Vodafone, TPG, 3 and Telstra Bigpond. 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.

Browse our extensive range of Internet related profiles including profiles of people by
internet spend, main location of internet use, type of internet connection, and types of browsers used.

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


ISP customer satisfaction



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