In the six months to February 2010, almost three out of four ISP customers (72.8%) were “Very Satisfied” or “Fairly Satisfied” with their Internet service provider.

In this period Internode and iiNet had the highest overall satisfaction, with 94.3% and 91.7% respectively. They were followed by Westnet (84.5%) and AAPT (82.7%).

Meanwhile, customer satisfaction with Telstra Bigpond is at 65.3%, 7.5% points below the Industry average.


Internet Customer Satisfaction


“% Satisfied” is the proportion of all customers who are “very” or “fairly” satisfied with their overall service with that Internet service provider for their home or additional connection (on a five point scale). Total industry figure excludes those who can’t say their Internet Service Provider.
Source: Roy Morgan Single Source (September 2009- February 2010); n= 9,233. Total gave Internet provider. n=6,486.


Norman Morris, Industry Communications Director Roy Morgan Research, commented:

“In the telecommunications industry we are seeing a significantly higher level of customers satisfied with their Internet service providers (72.8%) compared to mobile phone customers (67.9%). This result appears to be consistent with a higher number of complaints filed for mobile phone service than internet service with the Telecommunications Industry Ombudsman in the last quarter of 2009.”

Click here for a detailed “Roy Morgan Internet Service Provider Satisfaction Report” and detailed profiles of Customers of the Internet Service Providers,


For more details contact:

info@roymorganonlinestore.com