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Sunday, 03 July 2011 08:50

Internode keeps customer satisfaction lead: dodo improves


Internode has retained its lead position for customer satisfaction in Roy Morgan Research's latest ISP customer satisfaction survey; dodo has improved significantly, and 3 and Vodafone continue to decline.

Roy Morgan reports that, based on its sample of 6400 Internet users, "Overall customer satisfaction with Internet service providers in the six months to April 2011 remained stable, with 73 percent of Australians aged 14+ being 'very' or 'fairly' satisfied.

"Customer satisfaction with Internode (92 percent), iiNet (89 percent), TPG (80 percent) and Optusnet (79 percent) remained above the industry average of 73 percent, although both Internode and iiNet suffered slight declines. Telstra BigPond (70 percent) and AAPT (69 percent) were stable. Vodafone (61 percent - down from 62 percent) and 3 (61 percent - down from 63 percent) continued their declines.

Andrew Braun, director mobile, Internet and technology at Roy Morgan Research, said: "Although dodo has seen consistent improvements in the number of people that are satisfied with its service [up from 59 to 68 percent in 12 months], it still has one of the highest rates of dissatisfied customers amongst service providers. In the six months to April 2011, an average of 13 percent indicated they were dissatisfied with dodo. Telstra on the other hand has a dissatisfaction level of only 10 percent."


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