Further Improvements in Latest Telecommunications National Customer Satisfaction Survey

Sydney, 20 July 2015 – The latest Telecommunications Customer Satisfaction Survey has revealed further improvements in four key satisfaction metrics, including overall satisfaction, satisfaction with complaint handling and the ease of understanding bills and contacting service providers, Communications Alliance CEO John Stanton said today.

The quarterly national survey, carried out for Communications Alliance by Roy Morgan Research, showed a record high in the percentage of customers satisfied, very satisfied or neutral about the service they receive – a figure of 85%, compared to 82% in the previous quarter and 80% in the first poll conducted at the beginning of 2013.

The survey, conducted during June 2015, is the tenth 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, recorded at the end of 2014.

The Wave 10 survey results show an encouraging lift in customer satisfaction with the way service providers handle their complaints – 76% of customers were satisfied/neutral, compared to 66% at the time of the first survey, and the proportion of customers declaring themselves “very satisfied” or “satisfied” are both at record highs.

The latest survey shows continuing improvement in customers’ satisfaction with the ease of understanding their bills, which has risen by 7% since surveying began (89% of respondents satisfied/neutral, up from 82% in the first wave survey).

The latest survey also shows further improvement in customer satisfaction with the ease of contacting their service provider, (80% of respondents satisfied/neutral, up from 69% in the first wave survey).

The full survey results are available here.


Communications Alliance is the peak body for the Australian communications industry.  Through a range of successful programs, events and initiatives, Communications Alliance has a leadership role in facilitating industry-based solutions to sectoral issues and is taking steps to bring to fruition the broadband and digital era, including leading the industry’s involvement in the National Broadband Network implementation. For further information visit www.commsalliance.com.au

Media information contact:

Lucy Chamberlain lchamberlain@kreab.com 0402 106 613