In the 6 months to March 2010, 68.2% of mobile phone customers were satisfied with the service they were receiving from their mobile phone service provider.

Virgin leads the way with 80.1% of their customers satisfied; closely followed by Vodafone (75.6%), 3 Mobile (72.5%) and Optus (71.2%).

The performance of the market leader Telstra was still low compared to other major players (60.8%), falling 7.4%pts below the industry average. Although not performing as well as Virgin, Optus (71.2%) maintained the gap between itself and its rival Telstra.


Mobile Phone Customer Satisfaction


Source: Roy Morgan Single Source (October 2009- March 2010). Total main user of mobile phone and gave provider n= 7,412.
“% Satisfied” is the proportion of all customers who are “Very” or “Fairly” satisfied with their overall service with that mobile phone service provider (on a five point scale).
Total industry figure excludes those who can’t say their provider.


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

“It will be interesting to see if Virgin Mobile’s continued high customer satisfaction rating translates to an increase in acquisition of customers from the larger players such as Telstra.

“The major areas where Telstra is falling well behind Virgin include; being less competitive on price, having staff that are not as enthusiastic and friendly, being less likely to take responsibility and generally not as customer focused.”


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