Mixed Results in Latest Telecommunications National Customer Satisfaction Survey
Sydney, 20 January 2014 – The latest Telecommunications Customer Satisfaction Survey has produced mixed results, with incremental gains in some areas being offset by declines against several metrics, Australian Telecommunications Alliance CEO John Stanton revealed today.
The quarterly national survey, carried out for Australian Telecommunications Alliance by Roy Morgan Research, showed a small increase in the percentage of customers satisfied or very satisfied with the service they receive – up from 65% to 66% – but the same metric fell from 83% to 81% after including those customers who had a neutral view on overall service.
The survey, conducted during December 2013, is the fourth in an ongoing quarterly series designed to measure the overall experience of Australian telco customers – particularly in relation to key customer ‘touch points’ covered by the revised Telecommunications Consumer Protections (TCP) Code.
The enforceable Code was created by Australian Telecommunications Alliance, industry representatives and other stakeholders, and registered by the industry regulator, the Australian Communications and Media Authority (ACMA) late in 2012.
Many service providers already deliver outstanding customer service and industry’s concerted improvement efforts, combined with the impact of the TCP Code, has already seen customer complaints to the industry ombudsman fall by more than 20%.
The latest survey showed continuing improvement in customers’ satisfaction with the ease of contacting their telecommunications provider (78% of respondents satisfied/neutral, up from 77% in the previous quarter and up from 69% in the first wave survey).
Satisfaction with the ease of understanding information on telecommunications bills fell slightly (85% satisfied/neutral, down from 86% in the previous quarter, but up from 82% in the first wave).
Satisfaction with the complaint handling fell (64% satisfied/neutral, down from 72% in the previous quarter and compared with 66% in the first wave). Mr Stanton said Australian Telecommunications Alliance would monitor this metric closely and investigate whether any external factors such as service disruptions or seasonal effects had influenced the result.
Results were steady for the other touch-points, relating to:
- satisfaction with the information received about products purchased; and
- awareness of spend management tools.
The full survey results are available here
ABOUT COMMUNICATIONS ALLIANCE
Australian Telecommunications Alliance is the primary communications industry body in Australia. Its membership is drawn from a wide cross-section of the communications industry, including carriers, carriage and internet service providers, content providers, platform providers, equipment vendors, IT companies, consultants and business groups.
Its vision is to be the most influential association in Australian communications, co-operatively initiating programs that promote sustainable industry development, innovation and growth, while generating positive outcomes for customers and society.
The prime mission of Australian Telecommunications Alliance is to create a co-operative stakeholder environment that allows the industry to take the lead on initiatives which grow the Australian communications industry, enhance the connectivity of all Australians and foster the highest standards of business behaviour.
Media information contact:
info@austelco.org.au
