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Internode tops for satisfaction and customers least ‘likely to switch’

Source: Roy Morgan Single Source, Australia, July 2017 - June 2018, n=14,836 & July 2018 - June 2019, n=14,383. Base: Australians aged 14+.
TPG owned Internode has won the Internet Service Provider Customer Satisfaction Monthly Award for June with a customer satisfaction rating of 82%. Internode’s victory comes on the back of an impressive 18% point improvement in customer satisfaction since June 2018 – the largest increase of any of the leading Internet Service Providers.

TPG 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%.

Internode’s victory in June brings the brand a step closer to winning the Roy Morgan Internet Service Provider Customer Satisfaction Annual Award for the first time since 2017.

Leading Internet Service Provider Customer Satisfaction June 2018 vs June 2019

Source: Roy Morgan Single Source, Australia, July 2017 - June 2018, n=14,836 & July 2018 - June 2019, n=14,383. Base: Australians aged 14+.

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.

“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%).”

% of customers likely to switch Fixed Broadband Provider in the next 12 months – March 2019

Source: Roy Morgan Single Source, Australia, April 2018 - March 2019, n=9,853. Base: Australians with fixed broadband service.

Other Fixed Broadband Service Providers to perform well on this measure 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%).

Overall 8.8% of Fixed Broadband customers are ‘likely to switch’ providers in the next 12 months.

Michele Levine, CEO, Roy Morgan, says:

“Providing competent and responsive customer service is not the only measure consumers take into account when choosing their Internet Service Provider however the excellent results for Internode, along with the low level of likely ‘switching’ from Internode customers, provide a compelling case for why prioritising customer satisfaction should be a key driver for any business wishing to retain existing customers and grow their customer base.

“Contact Roy Morgan to learn more about what your business needs to do to satisfy your existing customers and build market share in an increasingly competitive market place.” 

Visit our Online Store to view the Customer Satisfaction - Internet Service Providers in Australia Report.

For comments or more information please contact:
Roy Morgan - Enquiries
Office: +61 (03) 9224 5309
askroymorgan@roymorgan.com


About Roy Morgan

Roy Morgan is the largest independent Australian research company, with offices throughout Australia, as well as in Indonesia, the United States and the United Kingdom. A full service research organisation specialising in omnibus and syndicated data, Roy Morgan has over 70 years’ experience in collecting objective, independent information on consumers.

Margin of Error

The margin of error to be allowed for in any estimate depends mainly on the number of interviews on which it is based. Margin of error gives indications of the likely range within which estimates would be 95% likely to fall, expressed as the number of percentage points above or below the actual estimate. Allowance for design effects (such as stratification and weighting) should be made as appropriate.

Sample Size

Percentage Estimate

40%-60%

25% or 75%

10% or 90%

5% or 95%

1,000

±3.0

±2.7

±1.9

±1.3

5,000

±1.4

±1.2

±0.8

±0.6

7,500

±1.1

±1.0

±0.7

±0.5

10,000

±1.0

±0.9

±0.6

±0.4

20,000

±0.7

±0.6

±0.4

±0.3

50,000

±0.4

±0.4

±0.3

±0.2