Telco customer complaints fall 20 per cent

Telco customer complaints fall 20 per cent

National telco survey reveals improvements in customer satisfaction following changes to consumer code

Telco customers are increasingly satisfied with the service they are receiving, according to the latest Telecommunications National Customer Satisfaction Survey.

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 per cent to 66 per cent - but the same metric fell from 83 per cent to 81 per cent after including those customers who had a neutral view on overall service.

The December 2013 survey, 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 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 late in 2012.

The 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 per cent.

The latest survey found continuing improvement in customers’ satisfaction with the ease of contacting their telco provider (78 per cent) of respondents satisfied/neutral, up from 77 per cent in the previous quarter and up from 69 per cent in the first wave survey).

However, satisfaction with the ease of understanding information on telecommunications bills fell slightly (85 per cent) satisfied/neutral, down from 86 per cent in the previous quarter, but up from 82 per cent in the first wave).

Satisfaction with the complaint handling fell (64 per cent satisfied/neutral, down from 72 per cent in the previous quarter and compared with 66 per cent in the first wave).

Communications Alliance chief executive, John Stanton, the Alliance would monitor this metric closely and investigate whether any external factors such as service disruptions or seasonal effects had influenced the result.

Results were also steady for the other touch-points, relating to satisfaction with the information received about products purchased; and awareness of spend management tools.

Communications Alliance is the primary telecommunications industry body in Australia.

Its membership is drawn from a wide cross-section of the communications industry, including carriers, carriage and internet service providers, content providers, search engines, equipment vendors, IT companies, consultants and business groups.

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Tags Telecommunications National Customer Satisfaction SurveyRoy Morgan Researchcommuncations allianceTelecommunications Consumer Protections Code

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