Saturday, September 14th, 2013

Roy Morgan Research last night revealed the winners of its 2nd annual Customer Satisfaction Awards for Telecommunications at a gala dinner in Melbourne.

Throughout 2012, Roy Morgan Research surveyed over 50,000 consumers across Australia. Based on their responses, each month we awarded the Home Phone, Internet and Mobile Service Provider, as well as Mobile Handset, with the highest proportion of satisfied customers.

Now, for the second time, we reveal the overall winners for the year, those telecommunications companies that most successfully satisfied their customers.

iiNet wins 2012 Home Phone Provider of the Year

Home phone ownership declined 20% points since 1998 – since 2010, more Australians have had a mobile than a home phone. But as of last year, fewer people have a home phone than internet. iiNet has maintained their former glory (as AAPT) among home phone customers.

Virgin Mobile wins 2012 Mobile Service Provider of the Year

Only a one-month win by TPG in October prevented Virgin from making it a clean sweep for the year. Still, 11 wins out of 12 was enough to keep them on top for second year in a row.

Internode wins 2012 Home Internet Service Provider

It was an in-house battle for the top spot, with only brands within the iiNet group of companies (Internode, Westnet and iiNet) in with any chance. OPTUSnet started the year in the mix before falling out of it by May as TPG and iPrimus locked in (and flip-flopped) fourth and fifth spots. Bigpond failed to make the top five once.

Apple wins 2012 Mobile Phone Handset of the Year

Every year is a watershed year in mobile phone technology: 3G, 4G, LTE, NFC, GPS, Hi-Def Camera and Video. In 2012, Steve Jobs died, the iPhone 5 was released to muted applause, Samsung launched the Galaxy s3, Nokia went all-in with Windows and we just now get a glimpse of Blackberry’s latest challenger. All that, and nothing changed – the iPhone wins on customer satisfaction. But will 2013 be different?

Michele Levine, CEO, Roy Morgan Research, says:

“The proliferation of information and communication technologies over the past few years, continues to change the industry, but some things don’t change: customers wanting good service, price, flexibility and coverage.

“Now in only its second year, these Awards are already recognised as currency in many industries, being the most accurate and trusted indicators of customer satisfaction in Australia.

“By integrating customer satisfaction measures with our world-leading Consumer Single Source surveys, we offer businesses incomparable research into just how satisfied their customers are and areas where they could improve.

“Roy Morgan Research congratulates not only the winners but all successful businesses, large and small, that consistently aim to satisfy their customers.”

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


Customer Satisfaction, telcos



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