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 the detailed "Roy Morgan Internet Service Provider Satisfaction Report"

According to the latest Roy Morgan Internet Satisfaction data, Internode (93.4%) is still the top performer for customer satisfaction while iiNet (89.9%) appears to be closing the gap from 5.6% points in the 6 months to April 2010 to 3.5% points in the 6 months to May 2010.

Westnet (83.0%) and TPG Internet (79.7%) are in third and fourth place in customer satisfaction. Telstra BigPond (65.8%) has seen a marginal increase in satisfaction rating bringing its performance to be just ahead of lower ranked dodo (65.5%) but well behind its major competitor Optusnet (77.1%).

Internet Customer Satisfaction

Source: Roy Morgan Single Source (December 2009 - May 2010). Total Australians 14+ who named their Internet provider (n=7,040). “% 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.

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

“The areas where Internode and iiNet are seen as being well ahead of their competitors include innovation, customer focus, competitive pricing and having enthusiastic and friendly staff. The customers of Internode and iiNet are also more likely to consider that computers and technology give them more control over their life and are comfortable giving their credit card details over the Internet.”

For more information on the “Roy Morgan Internet Service Provider Satisfaction Report” visit the Roy Morgan Online Store. This report provides an indication of overall customer satisfaction trends for Internet Service Providers within Australia, reporting only on companies with sample of at least 100 in each year.

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

For detailed profiles of customers of each of the Internet Service Providers visit the Roy Morgan Online Store. These profiles provide a broad understanding of the target group in terms of demographics, attitudes, activities and media usage.

http://www.roymorganonlinestore.com/Browse/Australia/Telecommunications/Internet/Internet-Service-Provider.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 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:

Andrew Braun, Industry Director Mobile, Internet and Technology

Email: Andrew.Braun@roymorgan.com

Telephone: +61 (3) 9629 6888

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%
1,500	±2.5	±2.2	±1.5	±1.1
3,500	±1.6	±1.4	±1.0	±0.7
7,000	±1.1	±1.0	±0.7	±0.5

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