Internode still tops the Internet Customer Satisfaction, TPG drops 3% and Vodafone up by 2%

In the six months to May 2011, customer satisfaction with TPG decreased 3% points to 77% of Australians 14+ being ‘very’ or ‘fairly’ satisfied.


Internet Service Provider Customer Satisfaction


Source: Roy Morgan Single Source (July 2010 - June 2011). Total Australians 14+ who named their internet provider (n=13,054). “% 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:

“As the industry as a whole tries to improve customer satisfaction, the result can be seen in the gradual, yet slow, increase in the overall industry average to 74%. Both Telstra BigPond and OPTUSnet are important drivers of this improvement due to their considerable size.

“Interestingly the volatility in satisfaction has featured primarily among some of the smaller service providers, such as TPG having lost 10% points since November 2010, whilst dodo has gained 12% points over the same period.

“A closer look at Roy Morgan's Internet Service Provider Customer Satisfaction Report also reveals that TPG has suffered declining customer satisfaction in the two largest states, Victoria and NSW, down 6% points and 2% points respectively.”

PurchaseRoy Morgan's Internet Service Provider Customer Satisfaction Report. This report looks at Internet Service Providers within Australia, including smaller internet providers such as WestNet and iPrimus.This detailed report provides an indication of overall customer satisfaction with Internet Service Providers across Australia, including customer satisfaction for their main internet connection at home with satisfaction trends starting from February 2009 and showing 6 monthly moving averages.

To understand the different customer bases purchase detailed Roy MorganInternet Service Provider Customer Profiles for ISPs including Internode, iiNet, OPTUSnet and TPG. These profile provide a broad understanding of the customers of each of the Internet Service Providers, in terms of demographics, attitudes, activities and media usage in Australia.

Click here to browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.


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