Telco Customer Service and Customer Satisfaction Continue to Improve
Consumer satisfaction with the performance of Australian telecommunications providers improved in four out of five categories measured in the latest quarterly national survey released by Communications Alliance.
Communications Alliance CEO John Stanton said the study, carried out by Roy Morgan Research during September 2013, showed an encouraging trend of improved service provider performance being reflected in high customer satisfaction scores during the past three quarters.
The national online research program was initiated by Communications Alliance as part of a package of performance metrics data in the wake of the industry-led revision of the Communications Alliance Telecommunications Consumer Protections (TCP) Code, which has contributed to a stronger focus on customer service and complaint handling in the telco sector.
The research found that:
- Eighty six per cent of customers were very satisfied, satisfied or neutral on the ease of understanding telco bills (up from 82% in the first wave of research)
- Seventy seven per cent of customers were very satisfied, satisfied or neutral on the ease of contacting their service provider (up from 69% in the first wave of research)
- Seventy two per cent of customers were very satisfied, satisfied or neutral on their experience of complaint handling in the past 6 months (up from 66% in the first wave of research); and
- Eight three per cent of customers were very satisfied, satisfied or neutral on the overall customer service performance of their provider: (up from 80% in the first wave of research)
- In the fifth category - satisfaction with information provided when purchasing a telecommunications product, the result was 83% - consistent with the second wave result and down one percentage point on the first wave result.
These data indicated that between 650 and 675 complaints were being received in recent quarters by the Telecommunications Industry Ombudsman (TIO) for every 1,000,000 telecommunications services in operation - down from a high of more than 1,100 complaints per million services in 2010.
Confirmed breaches of the TCP Code had fallen to less than one breach per million services per quarter in the most recent measured period (Q3, 2012-13) - down from a high of 44 breaches in Q2 , 2009-10.
"While the trends are encouraging and a credit to determined efforts by service providers, there is widespread recognition in the industry that even better performance is essential before Australia can lay claim to a world-class customer service record across the sector," Mr Stanton said.