Internode (93%) and iiNet (90%) continue to maintain their strength in customer satisfaction. TPG (80%) and OPTUSnet (76%) remain relatively stable and above the industry average (74%). Telstra BigPond (72%) showed a slight improvement from last month. Clustered closely together are 3 (66%), dodo (65%), and AAPT (63%), who are still below the industry average.

In the six months to September 2011, Vodafone is showing the first signs of increased customer satisfaction with 64% of customers being “Very” or “Fairly” satisfied.


Internet Service Provider Customer Satisfaction


Source: Roy Morgan Single Source (October 2010 - September 2011). Total Australians 14+ who named their internet provider (n=13,418). “% Very or Fairly Satisfied” is the proportion of all customers who are “Very” or “Fairly” satisfied with their overall service with that internet service provider (on a five point scale). Total industry figure excludes those who ‘can’t say’ their provider. NOTE: Satisfaction score is provided by the respondent for the brand that the respondent has a relationship with.


Andrew Braun, Director Mobile, Internet and Technology, Roy Morgan Research, says:

“Although Vodafone is still at the low end of customer satisfaction, this latest Roy Morgan ISP Service Provider Satisfaction Survey shows the first signs of improvement. This is similar to the improvement with mobile phones.”