Mixed Results in Latest Telecommunications National Customer Satisfaction Survey
The latest Telecommunications Customer Satisfaction Survey has shown mixed results, with most metrics steady but small deteriorations in some measures, Communications Alliance CEO John Stanton said today.
The quarterly national survey, carried out for Communications Alliance by Roy Morgan Research, recorded an 82% rating in the percentage of customers satisfied, very satisfied or neutral about the service they receive – up from 80% in the first poll conducted two years ago, but down from the 84% figure recorded in the previous quarter.
The survey, conducted during March 2015, is the ninth in an ongoing quarterly series designed to measure the overall experience of Australian telco customers – particularly in relation to key customer ‘touch points’ covered by the revised Telecommunications Consumer Protections (TCP) Code. The enforceable Code was created by Communications Alliance, industry representatives and other stakeholders, and registered by the industry regulator, the Australian Communications and Media Authority (ACMA) late in 2012.
Many service providers already deliver outstanding customer service and industry’s concerted improvement efforts, combined with the impact of the TCP Code, has already seen customer complaints to the industry ombudsman fall by more than 40% to an eight year low.
The latest survey showed steady ratings, at 71% in customers’ satisfaction with the ease of contacting their provider and at 85% in satisfaction with information provided when customers purchased a telecommunications product. Satisfaction with complaint handling, at 67%, was up on the initially recorded figure of 66% but down on the previous quarter measure of 69%.
The full survey results are available here.