Thursday, February 2nd, 2012
In the 6 months to November 2011, Internode (94%) and iiNet (91%) continue to maintain their lead in customer satisfaction. Satisfaction for OPTUSnet has risen to 80% of Australians aged 14+ being ”Very” or “Fairly” satisfied. Overall customer satisfaction with Internet service providers increased to 75%, according to the Roy Morgan Internet Monitor.

TPG (80%) and Telstra BigPond (72%) remained stable, whilst 3 (68%), dodo (63%) and Vodafone (58%) showed decline.

Internet Service Provider Customer Satisfaction

Source: Roy Morgan Single Source (December 2010 - November 2011). Total Australians 14+ who named their internet provider (n=13,553). “% 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:

“OPTUSnet has shown a steady increase (up 5% points) in customer satisfaction since the February - July 2011 period.

“Different Internet Service Providers attract different customers; and increasing satisfaction requires a solid understanding of customer needs.”

An extensive range of Roy Morgan Internet Service Provider Customer Profiles includes iiNet, Internode, OPTUSnet, dodo, Vodafone, TPG, 3 and Telstra BigPond. These 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.

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.

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, iiNet, OPTUSnet



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