The quarterly customer satisfaction survey, carried out for Communications Alliance (CA) by Roy Morgan Research, reveals an equal record high in the percentage of customers satisfied, very satisfied or neutral about the service they receive – or 85%, compared to 82% in the previous quarter and 80% in the first poll in 2013.
And, despite receiving higher than expected bills, Communications Alliance chief executive John Stanton says that most consumers surveyed understood that there are tools available to help them monitor their telco spend, with 76% indicating they were aware of such tools.
Overall, the survey reveals that customer satisfaction with the level of service provided by telecommunication providers continues to be high (66%) – while 1 in 4 (25%) customers reported being very satisfied and 2 in 5 (41%) satisfied.
The survey also found that there was a modest improvement in satisfaction around the ease of understanding bills, with 84% of respondents satisfied/neutral, up from 82% in the previous quarter and in the first survey in 2013.
On complaint handling, satisfaction remained at 66% satisfied/neutral which CA says is consistent with the previous quarter and the first survey.
Nine in 10 respondents (90%) having an Internet connection at home said that it is a broadband connection and the most important factors continue to be “faster data connection and download/ upload speeds” and “better connection/ reliability” – or 25% and 23% respectively.
According to Stanton, the results demonstrate that the satisfaction with service remains stable over the period with minor fluctuations – with “further improvements in four key satisfaction metrics, including overall satisfaction, the ease of understanding bills, product satisfaction and the ease of contacting service providers”.
To access the full survey results click here.