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Internode (93%) and iiNet (90%) continue to maintain their strength in customer satisfaction. TPG (80%) and OPTUSnet (76%) remain relatively stable and above the industry average (74%). Telstra BigPond (72%) showed a slight improvement from last month. Clustered closely together are 3 (66%), dodo (65%), and AAPT (63%), who are still below the industry average.

In the six months to September 2011, Vodafone is showing the first signs of increased customer satisfaction with 64% of customers being “Very” or “Fairly” satisfied.

Internet Service Provider Customer Satisfaction

Source: Roy Morgan Single Source (October 2010 - September 2011). Total Australians 14+ who named their internet provider (n=13,418).

“% Very or Fairly 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. 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:

“Although Vodafone is still at the low end of customer satisfaction, this latest Roy Morgan ISP Service Provider Satisfaction Survey shows the first signs of improvement. This is similar to the improvement with mobile phones.”

Purchase the detailed Roy Morgan Internet Service Provider Customer Satisfaction Report. This report provide a broad understanding of satisfaction for the target audience, in terms of demographics, attitudes, activities and media usage in Australia.

Purchase from an extensive range of Roy Morgan Internet Service Provider Customer Profiles, including iiNet, Internode, Optus, Dodo, Telstra, Vodafone, TPG, 3 and Telstra Bigpond. This profile contains data that can help you understand your audience in terms of demographics, their attitudes to various important issues, how they spend their leisure time and what media they use. Nothing makes a more critical contribution to business decision making than a clear picture of your target market.

Browse our extensive range of Internet related profiles including profiles of people by internet spend, main location of internet use, type of internet connection, and types of browsers used.

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.

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%
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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