TELECOMMUNICATIONS CUSTOMER SERVICE SATISFACTION INCREASINGSydney, 17 May 2019: Satisfaction with customer service received by telecommunications customers has increased over the past year, according to survey results published today by Communications Alliance.
“After disruptions in the marketplace contributed to reduced levels of satisfaction in our customer satisfaction data throughout 2017 and the beginning of 2018, we are pleased to see an improving trend over the past three quarterly reports,” said John Stanton, CEO Communications Alliance.
The quarterly national survey, carried out for Communications Alliance by Roy Morgan Research, has recorded 83%-84% of customers responding that they are satisfied or neutral regarding the overall level customer service from their telecommunications provider in the last three reports (Waves 20, 21, and 22).
“These results align with the results of our quarterly Complaints in Context report, and we hope to see this trend continue,” continued Stanton.
“We are also pleased to see that the percentage of customers receiving an unexpectedly high bill remains low. This significantly decreased in July 2018, and this positive result is contributed to by a range of service improvements and innovations by providers, including unlimited data plans, fixed price roaming packages, and the option to enjoy unmetered data for specific services.”
However, the reports show mixed results on Complaints Handling, with customer responses to Roy Morgan changing each quarter. While the report showed improvements beginning in July 2018, in the most recent report only 60% of customers who had made a complaint in the last six months were satisfied or neutral about their complaint experience.
“We will keep an eye on this trend and continue working with Industry and the ACMA to ensure customer complaints are handled appropriately.”
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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