Aussie Broadband shoots to the top of ISP satisfaction ratings and opens big lead
New Roy Morgan customer satisfaction data shows Aussie Broadband is the latest winner of the Internet Service Provider of the Month Award for September, with a customer satisfaction rating of 88%. The achievement marks Aussie Broadband’s first win in the Customer Satisfaction Awards.
Aussie Broadband’s customer satisfaction rating in the Roy Morgan Internet Service Provider Customer Satisfaction Report puts it well ahead of a trio of TPG Telecom brands including iiNet (78%), Internode (78%) and TPG (76%) and the Vocus Communications owned iPrimus (74%).
These customer satisfaction ratings have been drawn from the Roy Morgan Single Source survey, derived from in-depth personal interviews with over 1,000 Australians each week face-to-face in their homes.
Roy Morgan CEO Michele Levine says that Aussie Broadband’s first appearance at the top of the satisfaction ratings may raise some eyebrows in the ISP sector.
“Over the past seven years, Internode has won five annual internet service provider awards, with both iiNet and WestNet each securing one. All three brands are now owned by TPG Telecom following its purchase of iiNet in 2015.
“The ISP market has typically had relatively lower levels of customer satisfaction compared to other industries. The strong performance of Aussie Broadband, which has serviced a small customer base from its regional Victorian headquarters in Morwell since 2008, shows that smaller ISPs catering to select client bases can raise the customer satisfaction bar for larger national competitors. Aussie Broadband’s small size means the ISP hasn’t until now qualified for the monthly Roy Morgan ISP Award but the high level of customer satisfaction achieved in September bodes well for its future prospects.
“In recent times, leading ISPs have been winning the monthly satisfaction award with ratings around the high 70 or early 80% mark. In many other sectors, ratings of this level wouldn’t even secure a business a top-five spot. While there are specific challenges unique to every sector, Aussie Broadband’s rating – which is 10% higher than next placed iiNet – demonstrates to the industry that greater customer satisfaction is very possible,” Ms Levine said.
While the Roy Morgan Customer Satisfaction Awards focus on satisfaction ratings, there is far more in-depth data available. Roy Morgan tracks a huge range of variables including customer satisfaction, engagement, loyalty, advocacy and NPS across a wide range of industries and brands. This data can be analysed by month for your brand, and importantly, your competitive set. Detailed data and analysis are included in the Roy Morgan Internet Service Provider Customer Satisfaction Report.
Roy Morgan Customer Satisfaction Awards
The Roy Morgan Customer Satisfaction Awards highlight the winners but this is only the tip of the iceberg. Roy Morgan tracks customer satisfaction, engagement, loyalty, advocacy and NPS across a wide range of industries and brands. This data can be analysed by month for your brand and importantly your competitive set.
Need to know what is driving your customer satisfaction?
Check out the new Roy Morgan Customer Satisfaction Dashboard at https://www.customersatisfactionawards.com
Leading internet service provider customer satisfaction ratings
Source: Roy Morgan Single Source Australia, October 2018 – September 2019, n= 8,098.
Base: Australians 14+ with a main home internet service provider.
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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% | |
| 1,000 | ±3.0 | ±2.7 | ±1.9 | ±1.3 |
| 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 |
| 20,000 | ±0.7 | ±0.6 | ±0.4 | ±0.3 |
| 50,000 | ±0.4 | ±0.4 | ±0.3 | ±0.2 |
