Telco customer satisfaction increasing

Customer satisfaction has improved on several key indicators, according to the latest telecommunications survey.

The national survey, which was carried out for Communications Alliance by Roy Morgan Research, indicates that the work being done by the industry to provide greater customer autonomy has had largely a positive impact.

It is now easier for customers to manage their usage and bills, with the percentage of customers receiving unexpectedly high bills decreasing with each new survey.

The survey, which covers the period January to March 2017, is the fourteenth wave 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 2015.

The Wave 14 survey results show that overall satisfaction has remained steady despite complications involved in the nbn network rollout, with 66% of customers reporting they are satisfied or very satisfied about the service they receive, remaining the same from the previous survey, and compared to 65% in the first poll conducted at the beginning of 2013.

Other measures which have remained steady include customer satisfaction with the ease of contacting their provider.

There have been continued increases in customers satisfied with ease of understanding their bill. 86% of respondents were satisfied/neutral, up from 84% in the previous quarter and 82% in the quarter before that.

Customers reporting that they were very satisfied with information on telecommunications products increased significantly from 23% to 31%, with overall 88% of customers reporting they were satisfied/neutral compared to 86% in the previous quarter.

However, customer satisfaction with complaint handling has decreased. 61% of customers who made some form of complaint to their telecommunications provider in the last 6 months reported that they were satisfied/neutral with how their complaint was handled, in comparison to 66% satisfied/neutral in the previous survey. Industry is discussing how best to address these concerns and increase customer satisfaction.

The full survey results are available here.

Image credit: ©iStockphoto.com/AdamGregor

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