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The latest Roy Morgan Mobile Phone Monitor has shown that in the 6 months to June 2010 Virgin continued to set the pace with 78.8% of their customers either ‘very’ or ‘fairly’ satisfied with their overall service, followed by Vodafone (73.9%) and 3 (73.5%).

Optus (72.2%) have also maintained a strong position, whilst Telstra who on 61.7% remain the only service provider performing under the industry average (68.7%) and well under its major competitors.

Mobile Phone Service Provider Customer Satisfaction

Source: Roy Morgan Single Source (January 2010 - June 2010). Total main user of at least one mobile phone and gave provider n= 7,740.

“% Satisfied” refers to 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.

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

“Telstra’s recent share price drop, combined with the uncertainty over the NBN and the low levels of customer satisfaction does not bode well for them.  Telstra CEO David Thodey’s recent admission that they were “losing too many customers” shows that this is of major concern to them.

“Roy Morgan Research data shows that Telstra wins mobile customers based on its better network coverage, bundled packages, business phone deals and wider international roaming.  However this does not seem to be enough to drive a competitive level of customer satisfaction.

“Optus customers choose them due to cheaper rates, free call time and capped plans or Virgin whose customers like their cheaper rates, flexible contract periods, popular handset range and the incentive to be on the same network as family/friends.

“Before jumping to conclusions about the various mobile phone service providers and the level of service they provide, it is important to understand that they have very different customer bases with different needs and expectations.”

Click here to purchase Roy Morgan's Mobile Phone Service Provider Customer Profiles.

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

Please click on this link to the Roy Morgan Online Store.

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

For comments or further detail, please contact:

Andrew Braun, Industry Director Mobile, Internet and Technology

Telephone +61 (3) 9224 5116 Facsimile: 03 9224 5347

Email: Andrew.Braun@RoyMorgan.com

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.

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

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