Meanwhile, the level of satisfaction amongst Telstra Mobile phone customers was below the average, with only 62.8% being ‘satisfied’ with their service (below the industry average of 66.2%).

Telstra’s major rival Optus, performed significantly better than Telstra in the level of satisfaction amongst its customers, with 67.0% of customers “very” or “fairly” satisfied with their service.

Mobile Phone Customer Satisfaction, April — September 2009

“% Satisfied” is 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.
Source: Roy Morgan Single Source (April 2009 — September 2009); n= 7,380

Norman Morris, Industry Communications Director, Roy Morgan Research, says:

 “3 Mobile enjoys the highest customer satisfaction among the major 5 providers.  However 3 Mobile is a smaller player than Telstra or Optus and it remains to be seen whether this satisfaction with 3 Mobile translates into customer loyalty and in turn, helps improve its share of the mobile phone market.”

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