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Click here to purchase a detailed "Roy Morgan Internet Service Provider Satisfaction Report"

According to the latest Roy Morgan Internet Satisfaction Report Internode and iiNet are still the clear market leaders for customer satisfaction.

In the six months to February 2010, almost three out of four ISP customers (72.8%) were “Very Satisfied” or “Fairly Satisfied” with their Internet service provider.

In this period Internode and iiNet had the highest overall satisfaction, with 94.3% and 91.7% respectively. They were followed by Westnet (84.5%) and AAPT (82.7%).

Meanwhile, customer satisfaction with Telstra Bigpond is at 65.3%, 7.5% points below the Industry average.

Internet Customer Satisfaction

“% 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 Internet Service Provider.

Source: Roy Morgan Single Source (September 2009- February 2010); n= 9,233. Total gave Internet provider. n=6,486.

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

“In the telecommunications industry we are seeing a significantly higher level of customers satisfied with their Internet service providers (72.8%) compared to mobile phone customers (67.9%). This result appears to be consistent with a higher number of complaints filed for mobile phone service than internet service with the Telecommunications Industry Ombudsman in the last quarter of 2009.”

For a detailed “Roy Morgan Internet Service Provider Satisfaction Report” and detailed profiles of Customers of the Internet Service Providers,
Please visit the Roy Morgan Online Store:

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

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

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%
150	±7.8	±6.9	±4.8	±3.5
200	±6.8	±6.0	±4.2	±3.0
250	±6.1	±5.4	±3.7	±2.7
500	±4.5	±3.9	±2.7	±1.9
1,000	±3.0	±2.7	±1.9	±1.4
2,500	±1.9	±1.7	±1.2	±0.9
6,000	±1.2	±1.1	±0.8	±0.6

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