SMEs rank Vodafone top by satisfaction

Vodafone leads rivals Optus and Telstra in terms of customer satisfaction among small business customers, according to research from financial comparison site Canstar Blue.

Vodafone is on top in terms of customer service, value for money and billing, and equal with Optus by plan flexibility. The operator’s network coverage is also seen as on par with Optus’s but behind Telstra’s.

Optus was ranked second overall and in customer service, plan flexibility and billing. Despite its wider reach, Telstra is in last place by overall satisfaction and all three of these categories, as well as value for money.

The ratings are based on a survey of around 600 small business owners and decision-makers across Australia.

“Since re-entering the business space in 2015, Vodafone has made a huge difference in the small business market,” Canstar Blue Group Executive Megan Doyle said.

“With renewed strength and revitalised products, 2016 saw them rise and meet the market head on in terms of offering and 2017 has now seen Vodafone surpass the market and take out the award for most satisfied small business customers.”

Vodafone is meanwhile planning to take its focus on the customer experience and apply it to its nbn service offerings. The company has just unveiled a series of customer initiatives planned for its nbn services, which are scheduled to launch in the coming weeks initially in Sydney, Canberra, Melbourne, Geelong, Newcastle and Wollongong.

As previously announced, Vodafone nbn customers within the operator’s 4G footprint will be provided with free internet access over this network while they wait for the fixed-line service to be activated, and as a backup service in case of fixed-line service outages.

Customers will also be provided with a network satisfaction guarantee allowing them to leave the service within the first 30 days after activation if they are not satisfied and have any monthly access fees refunded.

Vodafone will meanwhile allow customers to change speed plans once per bill cycle without fees, offer unlimited home and business data packages subject to fair use restrictions and provide existing mobile customers with 2 to 3 GB of bonus mobile data depending on the monthly fee of the nbn connection.

“We see enormous potential in the nbn to finally provide Australia with world-class broadband. However, what we’re seeing is the old guard telcos bamboozling Australians with techno-speak, confusing plans and poor customer experience,” Vodafone GM of broadband Matthew Lobb said.

“It’s clear to us that Australians are seeking an alternative to what’s currently available in the market, and more importantly, a provider that is willing to be accountable. We are proud to announce a unique set of service innovations that aims to lift the game rather than deliver more of the same.

Image credit: ©stock.adobe.com/au/kantver

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