Wednesday, February 1st, 2012
Overall satisfaction with Mobile phone service providers remained stable with 68% of customers being either “Very” or “Fairly” satisfied, in the 6 months to November 2011.
When comparing the current 6 month period of June 2011to November 2011 with the 6 month period of December 2010 to May 2011, Virgin (81%) improved customer satisfaction, whilst Optus (72%), Telstra (65%) and Vodafone (62%) maintained customer satisfaction levels. Over this same period, 3 (67%) declined and is now below the industry average (68%).

Mobile Phone Service Provider Customer Satisfaction

Source: Roy Morgan Single Source (December 2010 - November 2011). Total main user of at least one mobile phone and gave provider (n=15,013). “% 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:

“Further analysis shows satisfaction with Mobile service providers is even lower than the industry average for those mobile handset owners who ‘intend to buy or upgrade a mobile phone within the next six months’, with only 61% of these people satisfied with their current provider.

“However, different mobile service providers attract different kinds of customers and to ensure competitiveness providers need to understand what drives their customers, and their competitors.”

The latest detailed Roy Morgan Mobile Phone Service Providers profiles include 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.

The latest detailed Roy Morgan 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.

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


Overall satisfaction with Mobile phone service providers remained stable, Virgin (81%) improved customer satisfaction, Virgin, Optus, Telstra, Vodafone



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