Friday, 05 June 2020 01:07

Telecommunications customer satisfaction resilient in ‘turbulent times’ Featured

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Despite significant impacts on telecommunications services and infrastructure - including the impact of the COVID-19 crisis - telco customer satisfaction has remained steady over the past three quarters, according to a new survey published by Australian telecommunications industry peak body, Communications Alliance.

The most recent three waves of the Roy Morgan Customer Satisfaction survey - undertaken on a regular basis since 2013 - and published on Thursday by Communications Alliance (CA), took place in October 2019, January 2020 and April 2020, and reflects the impacts of the floods and bushfires on telecommunications infrastructure, and the increased network demand generated by the COVID-19 pandemic.

The survey found that the percentage of telecommunications customers surveyed who were satisfied/neutral about their overall customer experience remained steady. Having been 83-84% in the 4 quarters prior, it was 83%, 82%, and 83% for Oct 2019, Jan 2020 and April 2020, respectively.

The survey also examines specific aspects of the customer experience, with positive results across many of these measures in the three most recent quarters.

Results showed an increase in satisfaction with ease of contacting the telco provider, at 83% in Oct 2019 and 81% in Jan 2020 (in comparison to 74% and 76% in the 2 quarters prior), while the impacts of COVID-19 on customer contact and support centres were reflected by a dip in April 2020 to 77%.

The survey revealed high rates of customers who were satisfied/neutral with:

  • ease of understanding information on the bills, with an all-time high of 90% in Jan 2020, and:
  • information provided at point of sale, with all-time highs at 89% for both Oct 2019 and Jan 2020.

CA says these three quarters also saw the lowest rate of customers receiving an unexpectedly high bill, with all three quarters at 21%.

“We know that the impacts of the natural disasters and pandemic seen over the past months have been disruptive for customers and service providers alike,” said Communications Alliance CEO, John Stanton.

“Telcos have worked effectively to keep Australians connected through these challenges, and these efforts are reflected in the results of these surveys.”


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Peter Dinham

Peter Dinham - retired and is a "volunteer" writer for iTWire. He is a 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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