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Virgin now tops the list with 77.2% of customers satisfied while the majority of mobile phone providers showed improvement in customer satisfaction from the 6-months to August 2009 to the 6-months to December 2009. The overall industry satisfaction has increased 2.9% points since Aug09 (65%) to reach its highest level so far (67.9%).

Of the five major mobile phone market players, it was Vodafone (up 7.9%pts), Virgin (up 7.7%pts) and 3 (up 6.2%pts) that have improved the most and so increased their lead over Optus and Telstra. In the six months to December, Virgin took the lead with 77.2% of customers being “very” or “fairly” satisfied with their service, closely followed by 3 (76.1%).

Market leader Telstra, reported the lowest customer satisfaction of all the major players (61.3%), falling further behind the industry average and its rival Optus (70.2%).

Mobile Phone Customer Satisfaction

 Source: Roy Morgan Single Source (March - December 2009); n= 12,271

“% 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.

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

“Virgin has increased customer satisfaction strongly during August to December of last year to lead all other mobile phone providers during the period. Just behind Virgin, 3 Mobile’s continued high level of customer satisfaction and Vodafone’s strong increase in performance from August to December of last year appear to show that the now merged company VHA is paying close attention when it comes to keeping their customers satisfied. It would be interesting to see if Vodafone will continue to improve their performance in customer satisfaction and take the lead together with their counterpart 3 Mobile to set VHA as a leader when it comes to satisfaction in the mobile phone industry.

“The gap that has now opened up between the best performers and Telstra must place considerable pressure on Telstra to increase their customer satisfaction level.” 

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 these profiles provide a broad understanding of the target group 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 65 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

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