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Purchase the latest detailed Roy Morgan Internet Service Provider Customer Profiles

Overall customer satisfaction with internet service providers by Australian people aged 14+ increased marginally to 73% in the six months to November 2010, from 72% for the six months to May 2010.

Internode continues to lead with 95% of their customers “Very” or “Fairly” satisfied. The largest improvements in customer satisfaction were seen with TPG (up 6% points to 86%) and Telstra BigPond (up 4% points to 69%). Other service providers that improved their customer satisfaction ratings include iPrimus (up 2% points to 72%) and Internode (up 2% points to 95%).

Internet Service Provider Customer Satisfaction

Source: Roy Morgan Single Source (December 2009 — May 2010 and June 2010 - November 2010).

Total Australians 14+ who named their internet provider (n=6,777 and 6,595).

“% 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:

“Over the past 6 months there has been a substantial investment by all the providers in new plans such as the terabyte broadband plans, service offerings such as internet TV and large scale media campaigns.  It will be interesting to see whether these tactics will improve customer satisfaction of existing customers or will just promote greater switching between the players.”

Click here to purchase Roy Morgan’s Internet 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/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
15,000	±0.8	±0.7	±0.5	±0.4

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