Westnet (83.0%) and TPG Internet (79.7%) are in third and fourth place in customer satisfaction. Telstra BigPond (65.8%) has seen a marginal increase in satisfaction rating bringing its performance to be just ahead of lower ranked dodo (65.5%) but well behind its major competitor Optusnet (77.1%).


Internet Customer Satisfaction


Source: Roy Morgan Single Source (December 2009 - May 2010). Total Australians 14+ who named their internet provider (n=6,858). “% 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.


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

“The areas where Internode and iiNet are seen as being well ahead of their competitors include innovation, customer focus, competitive pricing and having enthusiastic and friendly staff. The customers of Internode and iiNet are also more likely to consider that computers and technology give them more control over their life and are comfortable giving their credit card details over the Internet.”


Click here to purchase the “Roy Morgan Internet Service Provider Satisfaction Report"

This report provides an indication of overall customer satisfaction trends for Internet Service Providers within Australia, reporting only on companies with sample of at least 100 in each year.

Click here to purchase detailed Target Profiles of customers of each of the Internet 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