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Click here to purchase the latest detailed Roy Morgan Internet Service Provider Customer Satisfaction Report

Internode remains the market leader with customer satisfaction of 97% followed by iiNet at 90%. Overall customer satisfaction with Internet Service Providers has increased by 1% point to 73% in the six months to September 2010, compared to the six months to March 2010.

Large improvements in satisfaction were seen in TPG, which has shown the largest increase of 7% points, and Telstra BigPond, which has improved markedly by 4% points. Other service providers that improved include Internode (3% points) and Vodafone (3% points). AAPT and 3 suffered declines in customer satisfaction of 7% points and 5% points respectively.

Internet Service Provider Customer Satisfaction

Source: Roy Morgan Single Source (October 2009 — March 2010 and April 2010 - September 2010). Total Australians 14+ who named their internet provider (n=6,615 and 6,676). “% 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:

“Both TPG and Telstra BigPond recorded substantial gains in customer satisfaction over the last 6 months coinciding with increased customer bases for both companies.  Customer satisfaction is important to protect against ‘defection’ and also provides potential for up-sell and cross-sell to different products and services. With Telstra’s reinvigorated focus on customer satisfaction, it will be interesting to see whether there are further improvements in their customer satisfaction.”

Click here to purchase Roy Morgan's Internet Service Provider Customer Satisfaction Report.

This report looks at internet service providers within Australia, providing information on the customer satisfaction with each of these providers. This detailed report provides an indication of overall customer satisfaction with internet service providers within Australia, with satisfaction trends starting from February 2009 and showing 6 monthly moving averages.

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

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

Email: Andrew.Braun@RoyMorgan.com

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%
2,500	±1.9	±1.7	±1.2	±0.9
5,000	±1.4	±1.2	±0.8	±0.6
7,500	±1.1	±1.0	±0.7	±0.5
10,000	±1.0	±0.9	±0.6	±0.4

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