Monday, 20 May 2019 10:09

Turnaround in customer satisfaction levels with telcos: report Featured

Turnaround in customer satisfaction levels with telcos: report Image Stuart Miles at

Customers have become increasingly satisfied over the past 12 months with the service they receive from telecommunications providers, according to a newly published survey, despite previously reduced levels of satisfaction.

The latest quarterly national survey, found that 83%-84% of customers responding are satisfied or neutral with the overall level of service from their telecommunications provider in the last three reports, with satisfaction increasing over the past year.

John Stanton, the chief executive of the telecommunications industry lobby group, Communications Alliance, which commissioned the research by Roy Morgan Research, says that “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”.

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

Stanton said CA was 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.”

But, Stanton said the reports showed mixed results on complaints handling, with customer responses to Roy Morgan changing each quarter.

He noted that 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," Stanton said.


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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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