About This Report 

Roy Morgan Research is tracking customer satisfaction among Australian telecommunications customers.

Quarterly polling monitors:
  • overall customer satisfaction; and
  • customer experience viz. four transactional touch points relating to Telecommunications Consumer Protections (TCP) Code provisions; and
  • fulfils in part the agreed co-regulatory requirement to create trackable performance metrics re customer service and complaint handling.

Reporting Methodology

The first wave of the research was conducted in March 2013 and the survey has been conducted on a quarterly basis since then, with the exception of 3 quarters (December 15, March 16 and June 16).

Around 500 online interviews are conducted per wave, amongst a representative sample of Australian population in terms of gender, age (18+) and location (State, metro and non-metro). Results are weighted to current ABS population estimates.

Roy Morgan Reports

2014 June - September

2014 October - December

2015 March - April

2015 April - July

2016 December

2017 January - March

2017 April - June

2017 September

2017 December

2018 March

2018 June

2018 October

2019 January

2019 April

2019 October

2020 January

2020 April

2020 July