Home |  site-map |  indonesia |  indonesian-single-source-articles |  asteroid-user-registration |

Roy Morgan OZ Panel Login  |  Mail Diary Panel Login |   careers |  contact-us |

Click here to purchase detailed "Roy Morgan Internet Service Provider Customer Profiles"

The latest Roy Morgan Internet Satisfaction data shows that the smaller providers, particularly Internode with 88.6%and iiNet with 87.1% are so far ahead of Telstra (66.6%) and Optus (78.7%).

In the six months to November 2009, 73.7% of internet customers were satisfied but this varies considerably between providers. This is marginally lower when compared to July 2009 74.2%.

Internode and iiNet, two of the smaller market players (with 2.3% and 4.5% market share respectively), performed best in terms of customer satisfaction, followed by TPG, Westnet and AAPT.

Since July 09, iiNet and AAPT showed improvement in their level of customer satisfaction, increasing by 7.3% and 8.8% points respectively.

Internet Customer Satisfaction, June — November 2009

“% Satisfied” is the proportion of all customers who are “very” or “fairly” satisfied with their overall service with that Internet service provider for their home or additional connection (on a five point scale).
Total industry figure excludes those who can’t say their provider. Source: Roy Morgan Single Source (February - November 2009); n= 15,825. Total gave Internet provider. n=10,929.

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

“The clear leadership in customer satisfaction from the smaller players in this market, if maintained, could pose a major threat to the longer term strength of the two major players, Optus and Telstra.

“The gap that we see currently of over 20% points from the best performer to the market leader is higher than other service industries measured by Roy Morgan Research and as such is something in need of attention by those providers that trail substantially.”

For detailed “Roy Morgan Internet Service Provider Customer Profiles” visit the Roy Morgan Online Store:

http://www.roymorganonlinestore.com/Browse/Australia/Telecommunications/Internet.aspx

These profiles provide a broad understanding of the target audience in terms of demographics, attitudes, activities and media usage.

About Roy Morgan Research

These findings are derived from Roy Morgan Research Single Source data.  Roy Morgan Research is the largest independent Australian research company, with offices in each state of Australia, as well as in New Zealand, the United States and the United Kingdom.

A full service research organisation specialising in omnibus and syndicated data, Roy Morgan Research has more than 60 years’ experiences in collecting objective, independent information on consumers.

In Australia, Roy Morgan Research is considered to be the authoritative source of information on telecommunications & financial behaviour, readership, voting intentions 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.

For comments or further detail, please contact:

Norman Morris, Industry Communications Director

Email: Norman.Morris@roymorgan.com

Telephone: +61 (3) 9224 5172; Mobile: +61 402 014 474

© 2012 Roy Morgan Research. All Rights Reserved
privacy-statement