TELECOMMUNICATIONS CUSTOMER SERVICE SATISFACTION INCREASING

“After disruptions in the marketplace contributed to reduced levels of satisfaction in our customer satisfaction data throughout 2017 and the beginning of 2018, we are pleased to see an improving trend over the past three quarterly reports,” said John Stanton, CEO Communications Alliance.

The quarterly national survey, carried out for Communications Alliance by Roy Morgan Research, has recorded 83%-84% of customers responding that they are satisfied or neutral regarding the overall level customer service from their telecommunications provider in the last three reports (Waves 20, 21, and 22).

“These results align with the results of our quarterly Complaints in Context report, and we hope to see this trend continue,” continued Stanton.

“We are also pleased to see that the percentage of customers receiving an unexpectedly high bill remains low. This significantly decreased in July 2018, and this positive result is contributed to by a range of service improvements and innovations by providers, including unlimited data plans, fixed price roaming packages, and the option to enjoy unmetered data for specific services.”

However, the reports show mixed results on Complaints Handling, with customer responses to Roy Morgan changing each quarter. While the report showed improvements beginning in July 2018, in the most recent report only 60% of customers who had made a complaint in the last six months were satisfied or neutral about their complaint experience.

“We will keep an eye on this trend and continue working with Industry and the ACMA to ensure customer complaints are handled appropriately.”