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Purchase detailed Roy Morgan Mobile Phone Service Provider Customer Profiles

In the six months to June 2011, Virgin recorded its third consecutive increase in Mobile Phone Service Provider Satisfaction, with 81% of Australians aged 14+ being either “Very” or “Fairly” satisfied. Telstra also continued to improve, with marginal improvements in customer satisfaction to 66%.

Optus (71%) and 3 (69%) recorded slight declines but were still above the stable industry average (68%). Vodafone’s customer satisfaction declined again to 61%.

Mobile Phone Service Provider Customer Satisfaction

Source: Roy Morgan Single Source  (July 2010 - June 2011). Total main user of at least one mobile phone and gave provider (n=14,497).

“% 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. NOTE: Satisfaction score is provided by the respondent for the brand that the respondent has a relationship with.

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

“Additional Roy Morgan Research data shows that the overall number of customers who have switched from one provider to another has declined since December 2010 (with only 12% having switched in the six months to June 2011, compared to 13.4% who switched in the six months to December 2010).

“The ongoing industry trends of stable customer satisfaction and a decline in overall churn will be welcome news to a number of players in the industry.”

Click here to purchase Roy Morgan's Mobile Phone Service Provider Customer Satisfaction Report. This report provides an indication of overall customer satisfaction trends starting from August 2009 for Mobile Service Providers within Australia with further analysis by post-paid and pre- paid customers, reporting only on companies with sample of at least 100 in each year.

For a more detailed understanding of customers of Mobile Phone Service Providers including Virgin, Optus, 3 and Telstra and Vodafone please visit the Roy Morgan Online Store. These profile provide a broad understanding of the customers, in terms of demographics, attitudes, activities and media usage in Australia.

Click here to browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.

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

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

http://www.roymorganonlinestore.com/Browse/Australia/Telecommunications/Mobile/Satisfaction.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) 9629 6888   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%
10,000	±1.0	±0.9	±0.6	±0.4
15,000	±0.8	±0.7	±0.5	±0.4
20,000	±0.7	±0.6	±0.4	±0.3
25,000	±0.6	±0.5	±0.4	±0.3

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