Thursday, November 24th, 2011
In the latest Roy Morgan Mobile phone Satisfaction survey, to September 2011, Vodafone increased their mobile phone customer satisfaction level to 61%, after a period of decline.

Virgin recorded a second consecutive increase in customer satisfaction with 83% of their customers either “Very” or “Fairly” satisfied. Optus (71%) and Telstra (66%) maintain stable customer satisfaction levels. Since last month, 3 (68%) has recorded a decline but is still slightly above the industry average (68%).

Mobile Phone Service Provider Customer Satisfaction

Source: Roy Morgan Single Source (October 2010 – September 2011). Total main user of at least one mobile phone and gave provider (n=14,871).“% 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 continues its upward trend in satisfaction, having increased 7% points over the past 6 months.

“For the first time in many months, Vodafone’s customer satisfaction has increased. This improvement was also seen for Vodafone’s ISP Satisfaction. However its second brand, 3, suffered a decline. This will be of great interest to monitor over the coming months as the 3 brand is phased out.”

Roy Morgan's Mobile Phone Service Provider Customer Satisfaction Report provides an indication of overall customer satisfaction trends starting from August 2009 for Mobile Service Providers within Australia with further analysis by post-paid and pre- paid customers, reporting only on companies with sample of at least 100 in each year.

For a more detailed understanding of customers of
Mobile Phone Service Providers read the Virgin, Optus, 3 and Telstra and Vodafone Mobile Phone Service Provider Profiles. These profiles provide a broad understanding of the customers, in terms of demographics, attitudes, activities and media usage in Australia.

Browse our range of mobile phone related profiles, including
activities people do on mobile phones, and handset ownership – iPhones, Blackberry, Nokia and many more.

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


Mobile Phone Customer Satisfaction



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