Despite significant pressure on telecommunications services and infrastructure, customer satisfaction has remained steady over the past three quarters, according to a Roy Morgan Customer Satisfaction survey published by the Communications Alliance.
The most recent three waves of the survey – undertaken regularly since 2013 – took place in October 2019, January 2020 and April 2020, and thus reflect the effects of the floods and bushfires on telecommunications infrastructure, and the increased network demand generated by the COVID-19 pandemic.
The percentage of surveyed telecommunications customers who were satisfied/neutral with their overall customer experience remained steady. Having been 83–84 per cent in the four quarters prior, it was 83 per cent, 82 per cent, and 83 per cent for October 2019, January 2020 and April 2020 respectively.
The survey also examines specific aspects of the customer experience, with positive results across many of these measures in the three most recent quarters.
Results showed an increase in satisfaction with the ease of contacting the telecommunications provider, at 83 per cent in October 2019 and 81 per cent in January 2020 (in comparison to 74 per cent and 76 per cent in the two quarters prior), while the effects of COVID-19 on customer contact and support centres were reflected by a dip in April 2020 to 77 per cent.
The survey revealed high rates of customers who were satisfied/neutral with:
– ease of understanding information on the bills, with an all-time high of 90 per cent in January 2020
– information provided at point of sale, with all-time highs at 89 per cent for both October 2019 and January 2020.
These three quarters also saw the lowest rate of customers receiving an unexpectedly high bill, with all three quarters at 21 per cent.
Communications Alliance chief executive John Stanton said: “We know that the impacts of the natural disasters and pandemic seen over the past months have been disruptive for customers and service providers alike.
“Telcos have worked effectively to keep Australians connected through these challenges, and these efforts are reflected in the results of these surveys.”
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