When comparing the current 6 month period of June 2011to November 2011 with the 6 month period of December 2010 to May 2011, Virgin (81%) improved customer satisfaction, whilst Optus (72%), Telstra (65%) and Vodafone (62%) maintained customer satisfaction levels. Over this same period, 3 (67%) declined and is now below the industry average (68%).


Mobile Phone Service Provider Customer Satisfaction


Source: Roy Morgan Single Source (December 2010 - November 2011). Total main user of at least one mobile phone and gave provider (n=15,013). “% 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:

“Further analysis shows satisfaction with Mobile service providers is even lower than the industry average for those mobile handset owners who ‘intend to buy or upgrade a mobile phone within the next six months’, with only 61% of these people satisfied with their current provider.

“However, different mobile service providers attract different kinds of customers and to ensure competitiveness providers need to understand what drives their customers, and their competitors.”

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Purchase the latest detailed Roy Morgan Mobile Phone Service Provider Customer Satisfaction Report. This report provides an indication of overall customer satisfaction trends starting from August 2009 for Mobile Service Providers within Australia with further analysis by post-paid and pre- paid customers, reporting only on companies with sample of at least 100 in each year.

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