Mixed Results in Australian Telecoms Customer Satisfaction Survey
Published on: 21st Jan 2014
By: Simon Davies
Incremental gains in Australian telecoms network performance in some areas is being offset by declines against several metrics Communications Alliance CEO John Stanton revealed in a quarterly review of the industry.
The quarterly national survey, carried out for Communications Alliance by Roy Morgan Research, showed a small increase in the percentage of customers satisfied or very satisfied with the service they receive -- up from 65% to 66% - but the same metric fell from 83% to 81% after including those customers who had a neutral view on overall service.
The survey, conducted during December 2013, is the fourth 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 Communications 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 20%.
The latest survey showed continuing improvement in customers' satisfaction with the ease of contacting their telecommunications provider (78% of respondents satisfied/neutral, up from 77% in the previous quarter and up from 69% in the first wave survey).
Satisfaction with the ease of understanding information on telecommunications bills fell slightly (85% satisfied/neutral, down from 86% in the previous quarter, but up from 82% in the first wave).
Satisfaction with the complaint handling fell (64% satisfied/neutral, down from 72% in the previous quarter and compared with 66% in the first wave).
Mr Stanton said Communications Alliance would monitor this metric closely and investigate whether any external factors such as service disruptions or seasonal effects had influenced the result.