Internode’s customer satisfaction at a high (96%) while OPTUSnet continue its upward trend

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.”

Purchase the detailed Roy Morgan Internet Service Provider Customer Satisfaction Report. This report provide a broad understanding of satisfaction for the target audience, in terms of demographics, attitudes, activities and media usage in Australia.

Purchase from an extensive range of Roy Morgan Internet Service Provider Customer Profiles, including 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.

Purchase fromour extensive range of Internet related profiles including profiles of people by Internet spend, main location of Internet use, type of Internet connection, and types of Internet browsers used.

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


For more details contact:

info@roymorganonlinestore.com