Wednesday, December 14th, 2011
In the six months to October 2011, Internode continued its upward trend with customer satisfaction at 96%. OPTUSnet widened its gap from the Industry Average (74%) with 78% of its Australian customers aged 14+ being ‘Very’ or ‘Fairly’ satisfied with their Internet service, according to the Roy Morgan Internet Satisfaction Survey.

Customer satisfaction with iiNet (91%) and TPG (80%) remain above the current industry average (74%). Telstra BigPond (72%), 3 (69%), dodo (64%), and Vodafone (62%) are currently all below the industry average.

Internet Service Provider Customer Satisfaction

Source: Roy Morgan Single Source (November 2010 - October 2011). Total Australians 14+ who named their internet provider (n=13,510). “% 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:

“When we take a look at dodo’s performance in customer satisfaction, we can see that in the 6 months to October 2011, dodo is showing a downward trend (down 3% since the April 2011 survey. Over the same period, dodo’s customer dissatisfaction (those ‘very’ or ‘fairly’ dissatisfied) has increased 7% points from 15% to 22%.

“Over the same period, OPTUSnet’s customer satisfaction is down 1% but they have less dissatisfied customers (from 7% to 6%). Telstra BigPond has shown improvement (up 2%) with dissatisfaction steady at 10%.

"With Telstra’s recent launch of the 4G USB mobile broadband modem, it will be interesting to monitor the impact on Telstra customer satisfaction levels over the coming months.”

The detailed Roy Morgan Internet Service Provider Customer Satisfaction Report 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, including iiNet, Internode, OPTUSnet, dodo, Vodafone, TPG, 3 and Telstra BigPond profiles contain 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.

An extensive range of Internet related profiles includes profiles of people by Internet spend, main location of Internet use, type of Internet connection, and types of Internet 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


Internode customer satisfaction high (96%) OPTUSnet continue upward trend



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