Optus (72.2%) have also maintained a strong position, whilst Telstra who on 61.7% remain the only service provider performing under the industry average (68.7%) and well under its major competitors.


Mobile Phone Service Provider Customer Satisfaction


Source: Roy Morgan Single Source (January 2010 - June 2010). Total main user of at least one mobile phone and gave provider n= 7,740. “% Satisfied” refers to 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, says:

"Telstra’s recent share price drop, combined with the uncertainty over the NBN and the low levels of customer satisfaction does not bode well for them. Telstra CEO David Thodey’s recent admission that they were “losing too many customers” shows that this is of major concern to them.

“Roy Morgan Research data shows that Telstra wins mobile customers based on its better network coverage, bundled packages, business phone deals and wider international roaming. However this does not seem to be enough to drive a competitive level of customer satisfaction.

“Optus customers choose them due to cheaper rates, free call time and capped plans or Virgin whose customers like their cheaper rates, flexible contract periods, popular handset range and the incentive to be on the same network as family/friends.

“Before jumping to conclusions about the various mobile phone service providers and the level of service they provide, it is important to understand that they have very different customer bases with different needs and expectations.”
 

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