Further Improvements in Latest Telecommunications National Customer Satisfaction Survey
Sydney, 20 July 2015 – The latest Telecommunications Customer Satisfaction Survey has revealed further improvements in four key satisfaction metrics, including overall satisfaction, satisfaction with complaint handling and the ease of understanding bills and contacting service providers, Australian Telecommunications Alliance CEO John Stanton said today.
The quarterly national survey, carried out for Australian Telecommunications Alliance by Roy Morgan Research, showed a record high in the percentage of customers satisfied, very satisfied or neutral about the service they receive – a figure of 85%, compared to 82% in the previous quarter and 80% in the first poll conducted at the beginning of 2013.
The survey, conducted during June 2015, is the tenth 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 40% to an eight year low, recorded at the end of 2014.
The Wave 10 survey results show an encouraging lift in customer satisfaction with the way service providers handle their complaints – 76% of customers were satisfied/neutral, compared to 66% at the time of the first survey, and the proportion of customers declaring themselves “very satisfied” or “satisfied” are both at record highs.
The latest survey shows continuing improvement in customers’ satisfaction with the ease of understanding their bills, which has risen by 7% since surveying began (89% of respondents satisfied/neutral, up from 82% in the first wave survey).
The latest survey also shows further improvement in customer satisfaction with the ease of contacting their service provider, (80% of respondents satisfied/neutral, up from 69% in the first wave survey).
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
