Internode (95%) and iiNet (91%) continue to dominate customer satisfaction. Optus has declined slightly over the five months (from 76% to 75%). Vodafone (67%) and 3 (70%) have reversed recent steady declines. Despite TPG’s (82%) current strong rating it has shown some weakening in its trend over the last 2 months.


Internet Service Provider Customer Satisfaction


Source: Roy Morgan Single Source (September 2009 – October 2010). Total Australians 14+ who named their internet provider for May-Oct 2010 (n=14,226).  “% 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:

“In the last five months, Telstra BigPond has halved the gap in customer satisfaction between itself and OPTUSnet. Telstra’s renewed vigour to become a more customer-friendly and simplified company could be a key attribute to this turnaround.  It will be interesting to see whether other organisations articulate such a “customer first” policy in the short term”

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