Vodafone was in second place (74.6%), followed by 3 Mobile (73.6%) and Optus (71.8%).

Although the percentage of satisfied Telstra customers increased slightly from the previous 6 months period (currently 61.4%, up 0.6% from Oct09-Mar10), Telstra remain the only major service provider below the industry average (68.6%) for customer satisfaction. While not performing as well as Virgin, Optus (71.8%) continued to hold a large lead (10.4% points) over market share leader Telstra.


Mobile Phone Customer Satisfaction


Source: Roy Morgan Single Source (November 2009 – April 2010). Total main user of mobile phone and gave provider n= 7,556. “% Satisfied” is the proportion of all customers who are “very” or “fairly” satisfied with the overall service of their 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:

“The latest Roy Morgan Research figures show that in the 6 months to April 2010 Virgin mobile maintained their high level of mobile phone customer satisfaction with a larger than average proportion of its mobile phone customers saying Virgin offers ‘competitive prices’, are ‘customer focused’, ‘innovative’ and  provides ‘enthusiastic and friendly service’. It will be interesting to see how major players Telstra and Optus endeavour to close the gap on this lead."


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