Virgin recorded a second consecutive increase in customer satisfaction with 83% of their customers either “Very” or “Fairly” satisfied. Optus (71%) and Telstra (66%) maintain stable customer satisfaction levels. Since last month, 3 (68%) has recorded a decline but is still slightly above the industry average (68%).


Mobile Phone Service Provider Customer Satisfaction


Source: Roy Morgan Single Source (October 2010 – September 2011). Total main user of at least one mobile phone and gave provider (n=14,871).“% 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:

“Virgin continues its upward trend in satisfaction, having increased 7% points over the past 6 months.

“For the first time in many months, Vodafone’s customer satisfaction has increased. This improvement was also seen for Vodafone’s ISP Satisfaction. However its second brand, 3, suffered a decline. This will be of great interest to monitor over the coming months as the 3 brand is phased out.”

Purchase Roy Morgan's 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.

For a more detailed understanding of customers of Mobile Phone Service Providers purchase Virgin, Optus, 3 and Telstra and Vodafone Mobile Phone Service Provider Profiles. These profiles provide a broad understanding of the customers, in terms of demographics, attitudes, activities and media usage in Australia.

Browse our range of mobile phone related profiles, including activities people do on mobile phones, and handset ownership – iPhones, Blackberry, Nokia and many more.

Click here to browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.


For more details contact:

info@roymorganonlinestore.com