Survey: Australian telco satisfaction improves
November 1, 2017
The latest Telecommunications Customer Satisfaction Survey in Australia has produced positive results across a range of customer satisfaction indicators, while still highlighting areas for industry improvement.
The quarterly national survey, carried out for Communications Alliance by Roy Morgan Research, shows that overall satisfaction with customer service has increased, with 83 per cent of customers reporting they are satisfied/neutral, and those who were very dissatisfied decreased from 9 per cent to 5 per cent.
This reverses the decreasing trend of the last two quarters, and Communications Alliance CEO John Stanton said “the work Industry – including service providers and nbn – have been doing to improve customer experience in the light of current difficulties is reflected in this quarter’s results, and in the release of the recent Complaints in Context report earlier this month. Industry acknowledges there is still much work to do to turn these encouraging signs into a sustained positive trend, and is redoubling its effort to achieve that outcome.”