Telecommunications satisfaction slipping

Tuesday, 11 July, 2017

Telecommunications satisfaction slipping

Overall satisfaction has decreased among telecommunications customers, according to a national survey by the Communications Alliance.

The Telecommunications Customer Satisfaction survey, conducted by Roy Morgan, shows that while some key metrics have remained steady, others highlight a need for industry improvement.

There are now 77% of customers reporting that they are satisfied/neutral with the level of service provided, in comparison to 80% in the previous survey.

The survey, conducted in June 2017, comes amid a challenging time for industry and consumers, as customer migration to nbn-based services gathers pace and the sharply rising demand for streamed and downloaded video content puts additional pressure on some types of services.

This is the 15th wave in an ongoing quarterly survey 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 15 survey results show that customer satisfaction with ease of contacting their provider remains steady at 74% reporting they are satisfied/neutral. Additionally, the proportion of customers satisfied with the ease of understanding their bill has remained fairly steady across previous surveys, with 83% reporting they are satisfied/neutral in the most recent survey, compared to 86%, 84% and 82% in the prior three quarters.

However, customer satisfaction with complaint handling has continued to decrease, with 60% of customers satisfied or neutral with how their complaints had been handled. This is a decrease from the previous two quarters, where 66% of customers had reported they were satisfied/neutral.

Customer satisfaction with the information provided on telecommunications products remains high at 82% satisfied/neutral, but this is a slight dip from the previous quarter’s high point of 88%.

Industry is engaging in ongoing discussions on strategies to improve customer service and satisfaction across products.

The full survey results are available here.

Image credit: © barni

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