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80% of OPTUSnet customers are satisfied

Source: Roy Morgan Single Source (December 2010 - November 2011). Total Australians 14+ who named their internet provider (n=13,553).

In the 6 months to November 2011, Internode (94%) and iiNet (91%) continue to maintain their lead in customer satisfaction. Satisfaction for OPTUSnet customers has risen to 80% being ”Very” or “Fairly” satisfied. Overall customer satisfaction with Internet service providers increased to 75%, according to the Roy Morgan Internet Monitor.

TPG (80%) and Telstra BigPond (72%) remained stable, whilst 3 (68%), dodo (63%) and Vodafone (58%) showed decline.

 

Internet Service Provider Customer Satisfaction

Source: Roy Morgan Single Source (December 2010 - November 2011). Total Australians 14+ who named their internet provider (n=13,553).

“% Very or Fairly Satisfied” is the proportion of all customers who are “Very” or “Fairly” satisfied with their overall service with that internet service provider (on a five point scale).

Total industry figure excludes those who ‘can’t say’ their provider. NOTE: Satisfaction score is provided by the respondent for the brand that the respondent has a relationship with.

 

Andrew Braun, Director Mobile, Internet and Technology, Roy Morgan Research, says:

“OPTUSnet has shown a steady increase (up 5% points) in customer satisfaction since the February - July 2011 period.

“Different Internet Service Providers attract different customers; and increasing satisfaction requires a solid understanding of customer needs.”