The industry average remains steady with 68.3% of mobile phone customers either ‘very’ or ‘fairly’ satisfied with their current mobile service provider. Optus continue to perform better than rival Telstra (71.1% c.f. 61.5%).


Mobile Service Provider Customer Satisfaction


*Source: Roy Morgan Single Source (December 2009 - May 2010). Total main user of mobile phone and gave provider n= 7,600. “% 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.


Andrew Braun, Director Mobile, Internet and Technology, Roy Morgan Research, commented:

“For the most part satisfaction levels have remained consistent across the board with Virgin still setting the pace for the other major mobile service providers.

“When looking at customer attitudes, the top 3 performers in satisfaction, Virgin, 3 and Vodafone, managed to rate well when it came to being ‘customer focused’ , having ‘competitive prices’ and being ‘enthusiastic and friendly.’

“It is important to note, however, that they have smaller customer bases – their customers are also younger than those of major players Telstra and Optus and therefore may have different expectations of their mobile phone providers.”

Click here to purchase detailed Target Profiles of customers of each of the Mobile Phone Service Providers.

These profiles provide a broad understanding of the target group in terms of demographics, attitudes, activities and media usage.


For more details contact:

info@roymorganonlinestore.com