The satisfaction levels with all providers were maintained this month, with Virgin maintaining its lead with a customer satisfaction level of 84%, followed by 3 (78%), Optus (74%), Vodafone (71%) and Telstra (65%).
Mobile Phone Service Provider Customer Satisfaction
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Source: Roy Morgan Single Source (December 2009 - November 2010). Total main user of at least one mobile phone and gave provider n= 14,991. “% 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. NOTE: Satisfaction score is provided by the respondent for the brand that the respondent has a relationship with.
Andrew Braun, Director Mobile, Internet and Technology, Roy Morgan Research, says:
“In December, the major providers had a number of product launches supported by major marketing campaigns. We saw the launch of Big Cap 29 from Virgin, Vodafone’s “Infinite” mobile phone plans, Optus’ two Android-powered tablets (Samsung GALAXY Tab and Optus My Tab) and Telstra’s 55 Days of Christmas campaign. It will be interesting to see whether these Christmas media campaigns impact the overall satisfaction of existing customers.”
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