Friday, 03 February 2017 00:30

Bill shock still plagues many telco customers Featured

Bill shock still plagues many telco customers Image courtesy of artur84 at

A third of Australian telco customers received a bill in the last six months that was higher than they expected, but despite the shock of getting hit by the higher charges, overall satisfaction with services from telcos remains high, according to the latest Telecommunications Customer Satisfaction Survey.

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.

}But, 14% of respondents said they were dissatisfied with the customer service in some way, although only a small group (5%) reported being very dissatisfied.

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.


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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).



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