Large improvements in satisfaction were seen in TPG, which has shown the largest increase of 7% points, and Telstra BigPond, which has improved markedly by 4% points. Other service providers that improved include Internode (3% points) and Vodafone (3% points). AAPT and 3 suffered declines in customer satisfaction of 7% points and 5% points respectively.


Internet Service Provider Customer Satisfaction


Source: Roy Morgan Single Source (October 2009 – March 2010 and April 2010 - September 2010). Total Australians 14+ who named their internet provider (n=6,615 and 6,676). “% 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:

“Both TPG and Telstra BigPond recorded substantial gains in customer satisfaction over the last 6 months coinciding with increased customer bases for both companies.  Customer satisfaction is important to protect against ‘defection’ and also provides potential for up-sell and cross-sell to different products and services. With Telstra’s reinvigorated focus on customer satisfaction, it will be interesting to see whether there are further improvements in their customer satisfaction.”

Click here to purchase Roy Morgan's Internet Service Provider Customer Satisfaction Report.

This report looks at internet service providers within Australia, providing information on the customer satisfaction with each of these providers. This detailed report provides an indication of overall customer satisfaction with internet service providers within Australia, with satisfaction trends starting from February 2009 and showing 6 monthly moving averages.


For more details contact:

info@roymorganonlinestore.com