Customer Satisfaction with Telecommunications Customer Service Holding Steady
Sydney, 25 July 2013
The latest Telecommunications Customer Satisfaction Survey has shown incremental improvements in several measures of service providers’ performance, Communications Alliance CEO John Stanton revealed today.
The quarterly national survey, carried out for Communications Alliance by Roy Morgan Research, showed overall satisfaction with telecommunications customer service holding steady – with 81% of customers satisfied or neutral in their views and 7% of customers very dissatisfied with the service they receive.
The survey, conducted during June 2013, is the second in an ongoing quarterly series designed to measure the overall experience of telco customers – particularly in relation to key customer ‘touch points’ covered by the revised and recently introduced Telecommunications Consumer Protections (TCP) Code.
The enforceable Code was created by industry 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%,” said Mr Stanton.
The latest survey showed improvements in customers’ satisfaction with the ease of contacting their telecommunications provider (72% of respondents satisfied/neutral, up from 69% in the previous quarter).
Satisfaction with the ease of understanding information on telecommunications bills also rose (84% satisfied/neutral, up from 82% in the previous quarter).
Results were steady for the other touch-points, relating to:
- satisfaction with complaint handling;
- satisfaction with the information received about products purchased; and
- awareness of spend management tools.
Mr Stanton said the latest results were welcome and were the beginning of an important body of trend-line data that would highlight ways to generate further improvement in industry performance over time.
“We are still seeing too many customers receiving a higher than expected bill during the course of a six month period. I believe we will see further improvements on this front through the wider application of spend management tools and higher customer awareness of those tools,” he said.
The full survey results are available here
ABOUT COMMUNICATIONS ALLIANCE
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.
Its vision is to provide a unified voice for the telecommunications industry and to lead it into the next generation of converging networks, technologies and services. The prime mission of Communications Alliance is to promote the growth of the Australian communications industry and the protection of consumer interests by fostering the highest standards of business ethics and behaviour through industry self-governance. For more details about Communications Alliance, see www.commsalliance.com.au.
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