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Click here to purchase detailed "Roy Morgan Mobile Service Provider Customer Profiles" and more on the Roy Morgan Online Store.

In the six months to October 2009, 66.4% of mobile phone customers were satisfied with their service provider. Providers’ performance was ranked similar to the previous month with 3 Mobile and Virgin, the smallest of the five main mobile phone market players, taking the lead, with 72.5% and 72.7% respectively of customers being “satisfied.”

Falling behind the industry average and its rival Optus (67.5%), market leader Telstra, reported the lowest customer satisfaction of all the major players (62.3%).

Mobile Phone Customer Satisfaction, May — October 2009

“% Satisfied” is the proportion of all customers who are “Very” or “Fairly” satisfied with their overall service with that mobile phone service provider (on a five point scale). Total industry figure excludes those who can’t say their provider. Source: Roy Morgan Single Source (May 2009 — October 2009); n= 7,262

Post Paid versus Pre Paid Customer Satisfaction

Slightly higher than the industry average, Post Paid customers seemed to be more satisfied with their providers than Pre-Paid customers (67.5% and 65.1% respectively).

Meanwhile, amongst Post Paid customers, the smallest mobile phone service provider Virgin took the lead with 79.2% of its customers being satisfied, positioning its performance significantly ahead of the top major players, Telstra and Optus. Similar to its total market performance in satisfying its customers, Telstra trailed behind all of the major players with only 62.8% of its post paid customers being “satisfied.”

Conversely, amongst the Pre Paid mobile phone market, no significant difference was found in the level of customer satisfaction between any of the major players.

Post Paid and Pre Paid Mobile Phone Customer Satisfaction, May — October 2009

“% Satisfied” is the proportion of all customers who are “Very” or “Fairly” satisfied with their overall service with that mobile phone service provider (on a five point scale). Total industry figure excludes those who can’t say their provider. Note: * Other Providers for the Pre Paid market is inclusive of 3 mobile (small sample).
Source: Roy Morgan Single Source (May 2009 — October 2009); n= 7,262

Norman Morris, Industry Communications Director, Roy Morgan Research, says:

“It appears that all the major players are performing better in terms of customer satisfaction in the post-paid market than for pre-paid. It remains to be seen whether they can all improve their performance in the pre-paid segments.”

For detailed “Roy Morgan Mobile Phone Service Provider Customer Profiles” visit the Roy Morgan Online Store: http://www.roymorganonlinestore.com/Browse/Australia/Telecommunications/Mobile/Mobile-Service-Provider.aspx

For comments or further detail, please contact:

Norman Morris, Industry Communications Director

Email: Norman.Morris@roymorgan.com

Telephone: +61 (03) 9224 5172; Mobile: +61 402 014 474

About Roy Morgan Research:

Roy Morgan Research is the largest independent Australian research company, with offices in each state of Australia, as well as in the United States, United Kingdom, New Zealand and Indonesia. A full service research organisation specialising in omnibus and syndicated data, Roy Morgan Research has more than 65 years experience in collecting objective, independent information on consumers.

In Australia, Roy Morgan Research is considered to be the authoritative source of information on print media measurement, financial behaviour, voting intention and consumer confidence. Roy Morgan Research is a specialist in recontact customised surveys which provide invaluable and effective qualitative and quantitative information regarding customers and target markets. 

Margin of Error

The following table 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%
5,000	±1.4	±1.2	±0.8	±0.6
50,000	±0.4	±0.4	±0.3	±0.2

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