When comparing the current six months to January 2011 with the six months to July 2010, only OPTUSnet (from 76% to 78%) and Telstra Bigpond (from 65% to 71%) improved customer satisfaction.

Customer satisfaction with smaller industry players however showed decline. Although iiNet (88%) and TPG (82%) remained above the current industry average (73%) both showed recent declines in satisfaction levels. Concerning signs emerged for both Vodafone (61%) and 3 (58%), both owned by VHA, with their customer satisfaction below the industry average.


Internet Service Provider Customer Satisfaction


Source: Roy Morgan Single Source (February 2010 – January 2011). Total Australians 14+ who named their internet provider (n=13,204). “% Very or Fairly 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. 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:

“Although iiNet and TPG are still top for customer satisfaction, niche players are definitely suffering in their customer satisfaction under continued and sustained pressure from Optus and Telstra. With Optus and Telstra matching the niche player offering of huge data allowances at low rates, how will the niche players respond?”

Purchase Roy Morgan's Internet Service Provider Customer Satisfaction Report.

This report provide a broad understanding of satisfaction for the target audience, in terms of demographics, attitudes, activities and media usage in Australia.


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