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Majority of Mobile Phone players improve their Customer Satisfaction

Article No. 997 - Source: Roy Morgan Single Source (March - November 2009); n= 11,066.: January 25, 2010

Click here to access the Roy Morgan Online Store where you are able to purchase profiles of Mobile Phone Service Providers and more

In the six months to November 2009, the majority of mobile phone providers showed improvement in their performance of customer satisfaction. The overall industry satisfaction has increased 2.6% points since the six months to August 2009 (65%) to reach its highest level so far (67.6%).

Of the five major mobile phone market players, it was the smallest, 3, Virgin and Vodafone which have continued to improve their customer satisfaction performance the most. In the six months to November, mobile phone service provider 3 took the lead with 75.9% of customers being "very" or "fairly" satisfied with their service, closely followed by Virgin (75.0%) and Vodafone (72.2%).

Meanwhile, remaining stable, market leader Telstra, reported the lowest customer satisfaction of all the major players (61.9%), falling behind the industry average and its rival Optus (69.3%).

Mobile Phone Customer Satisfaction, March — November 2009

"% 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.
Source: Roy Morgan Single Source (March - November 2009); n= 11,066

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

"It appears that amongst the mobile phone service providers, the performance of the smaller players is contributing most to the overall improvement in customer satisfaction, showing that these providers may be paying close attention to their customers’ needs and improving the way they are servicing them."

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

For comments or further detail, please contact:

Norman Morris, Industry Communications Director

Email: Norman.Morris@roymorgan.com

Telephone: +61 (03) 9224 5172; Mobile: +61 402 014 474

About Roy Morgan Research:

Roy Morgan Research is the largest independent Australian research company, with offices in each state of Australia, as well as in the United States, United Kingdom, New Zealand and Indonesia. A full service research organisation specialising in omnibus and syndicated data, Roy Morgan Research has more than 65 years experience in collecting objective, independent information on consumers.

In Australia, Roy Morgan Research is considered to be the authoritative source of information on print media measurement, financial behaviour, voting intention 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.