TELECOMMUNICATIONS CUSTOMER SATISFACTION HOLDING UP DURING THE PANDEMIC

Sydney, 17 August 2020 – Despite significant impacts on telecommunications services and infrastructure, customer satisfaction improved slightly during the most recent quarter, according to a Roy Morgan Customer Satisfaction survey published today by Communications Alliance.

The most recent wave of the survey – undertaken on a regular basis since 2013 – took place in July 2020, and thus reflects changed customer usage patterns and the impacts of the COVID-19 pandemic on network demand.

The percentage of surveyed telecommunications customers who were satisfied/neutral about their overall customer experience improved marginally to 84%.

Satisfaction with complaint handling dipped in the January and April quarters, reflecting the disruption during the bushfire season and early part of the pandemic, but bounced back to a satisfied/neutral measure of 75% during the July quarter.

Customer satisfaction with ease of contacting their service provider also rebounded to pre-pandemic levels, coming in at 79%.  Satisfaction with customers’ ease of understanding the information on their bill hit an all-time high of 93%, building on a steady trend of improvement in that metric.

Communications Alliance CEO, John Stanton said: “We know that the pandemic created continuing disruption for customers and service providers during the most recent quarter. Telcos have worked effectively to keep Australians connected through these challenges, and these efforts are reflected in the results of the latest survey.”

The report is available on Communications Alliance’s website.