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Roy Morgan announces the winners of the 2014 Telecommunications Customer Satisfaction Awards

Last night, four telecommunications winners were announced at the annual Roy Morgan Customer Satisfaction Awards.

Consistency is clearly key when it comes to satisfaction with our home phone, mobile phone and home internet services, judging by last night’s repeat recipients of the Annual Roy Morgan Customer Satisfaction Awards.

Southern Phone has scored back-to-back wins as the most satisfying Home Phone Service Provider, taking out nine monthly awards to 2011 and 2012 champ iiNet’s three.

Amaysim also managed an impressive second victory in a row, in the category of Mobile Phone Service Provider. The low-cost virtual network operator recently announced it will soon be offering 4G over the Optus 4G network—a move sure to satisfy its customers even more. 

However, the race for Home Internet Service Provider was much closer than it’s ever been: midway through the year, iiNet was primed to knock Internode (its own subsidiary) off the podium it’s called home since 2011—but Internode rose to the challenge and took out the title for the fourth consecutive year.

In this age of telecommunications bundling, TPG did well to score highly in three different categories. TPG’s Home Phone service scored second place six times during the year and never finished outside the top three, while satisfaction with both its Mobile Phone and Home Internet services put it among the top five providers each month throughout the year.

Samsung’s gains in the mobile phone market with its popular Galaxy model have yet to threaten the Apple iPhone’s continuing run as the most loved handset among users. Apple once again claimed victory in every month of the year with never fewer than 93% of iPhone users satisfied.  

Telecommunications Customer Satisfaction Award winners:

  • Home Phone Provider: Southern Phone
  • Home Internet Service Provider: Internode
  • Mobile Phone Service Provider: Amaysim
  • Handset Provider: Apple iPhone

Michele Levine, CEO, Roy Morgan Research, says:

“The list of Telecommunications Customer Satisfaction Award winners in 2014 is identical to the one in 2013 with Apple, Southern Phone, Internode and Amaysim all consecutive winners. In such a competitive market, maintaining such strong results is a laudable achievement.

“In 2015, it might not take much for high-scoring providers like TPG, iiNet and Virgin Mobile to investigate what little bit else they could do to boost their customer satisfaction—and perhaps seize the lead.

“With switching and churn such critical (and costly) issues in the industry, maintaining a high level of customer satisfaction is vital. Roy Morgan congratulates both the winners and the near-winners—and indeed any company aiming to increase satisfaction among its customers during the coming year.”  

The Roy Morgan Customer Satisfaction Awards highlight the winners but this is only the tip of the iceberg. Roy Morgan tracks customer satisfaction, engagement, loyalty, advocacy and NPS across a wide range of industries and brands. This data can be analysed by month for your brand and importantly your competitive set. 

Need to know what is driving your customer satisfaction? 

Check out the new Roy Morgan Customer Satisfaction Dashboard at www.roymorgan.com/awards2014

For comments or more information about Roy Morgan Research’s Customer Satisfaction Awards, please contact:

Vaishali Nagaratnam
Telephone: +61 (3) 9224 5309
Vaishali.Nagaratnam@roymorgan.com