Phone customers less happy about transfers

Stuart Corner
Thursday, 01 December 2005 08:40

IT Industry - Strategy

According to the Australian Communications and Media Authority's (ACMA) latest survey of telephone customers, satisfaction with the telephone fault repair has remained relatively constant, but satisfaction with the transfer or connection of phone service has declined since 2004.

The findings are contained in the report Consumer Satisfaction Survey 2005: Fault restoration and connection of service released yesterday by the ACMA.

The survey found that 76 percent of customers were satisfied with their telephone transfer or connection of service, a figure which the ACMA say was "significantly lower" than the 82 percent reported in 2004. Fifteen percent were dissatisfied, slightly up from 14 percent in 2004.

Sixty-six percent of customers were satisfied with their telephone fault repair service, slightly lower than the 69 percent reported in 2004; and 27 percent were dissatisfied, up from 24 percent in 2004. ACMA concludes that: "The changes are not significant for fault repair and may be due to sampling error.

The report is available on the ACMA web site, here.