FURTHER IMPROVEMENTS IN LATEST TELECOMMUNICATIONS NATIONAL CUSTOMER SATISFACTION SURVEY

Sydney, 2 February 2017 – The latest Telecommunications Customer Satisfaction Survey has revealed further improvements in four key satisfaction metrics, including overall satisfaction, the ease of understanding bills, product satisfaction and the ease of contacting service providers, Communications Alliance CEO John Stanton said today.

The quarterly national survey, carried out for Communications Alliance by Roy Morgan Research, shows an equal 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, covering the period October-December 2016, is the thirteenth wave 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 2015.

The Wave 13 survey results show a slight improvement in customer satisfaction with the ease of contacting their service provider – 76% of customers were satisfied/neutral, compared to 75% in the previous quarter and 71% at the time of the first survey.

There was also a modest improvement in satisfaction around the ease of understanding bills - 84% of respondents satisfied/neutral, up from 82% in the previous quarter and in the first wave survey.

Satisfaction with complaint handling remained at 66% satisfied/neutral – consistent with the previous quarter and the first wave survey.

The full survey results are available here.