The TPG-owned Internode’s victory comes on the back of what the company describes as an “impressive” 18% point improvement in customer satisfaction since June 2018 – the “largest increase of any of the leading Internet Service Providers”.
The TPG award from Roy Morgan Research reveals that Internode had dominated the leaderboard in June – with TPG owned iiNet in second with a customer satisfaction rating of 79%, a 4% point increase on a year ago - and TPG itself rounding out the top three on 75%, up by 7% points since June 2018.
Other Internet Service Providers have also had a good year with Belong increasing their customer satisfaction by 17% points to 74% to be fifth in June and iPrimus up by 10% points to 71%.
Michele Levine, CEO, Roy Morgan, says Internode’s “excellent customer satisfaction result” in June is strengthened by the fact only 4.5% of Internode customers are likely to switch fixed broadband service providers in the next year.
“Internode’s victory in June in the monthly Roy Morgan Internet Service Provider Customer Satisfaction Award gives the TPG subsidiary a clear edge over its closest rivals in the race for the coveted annual Roy Morgan Customer Satisfaction Award,”Levine said.
“The importance of maintaining a high level of customer satisfaction is emphasised when it comes to retaining and growing one’s customer base and the fruits of Internode’s excellent customer service are a lower level of likely customer churn than its rivals.
“In-depth research into Internode’s customers shows that only 4.5% are likely to switch fixed broadband service providers in the next 12 months – the lowest of any of the leading Internet Service Providers.
“This is around half the industry average of 8.8% and less than a third of rivals such as Southern Phone. Over 15% of Southern Phone’s fixed broadband customers say they are likely to switch service providers in the next 12 months. Other providers that are in danger of losing existing customers include Dodo (12.6% likely to switch in the next 12 months) and Belong (12.3%).”
Other Fixed Broadband Service Providers to perform well on the survey include fellow TPG brand Westnet for which only 4.9% of customers are ‘likely to switch in the next 12 months’, Foxtel (5%), iPrimus (6.7%) and Telstra (6.9%).
And overall 8.8% of Fixed Broadband customers are ‘likely to switch’ providers in the next 12 months, according to Roy Morgan.