Mobiles customers "satisfied" with smaller service providers

Thursday October 29, 2009

Australian mobiles users are reportedly 'satisfied' with the service that their mobile phone provider offers, according to a Roy Morgan Research survey.

The survey, assessing total Australian mobiles consumers satisfaction for the six months to August 2009, found that over half of all mobiles users were 'satisfied' with their service provider. The survey asked respondents to rate their service providers on a scale of one to five to score their level of satisfaction with around 65 per cent of respondents rating either "Very" or "Fairly" satisfied with their overall service.

The mobiles service provider's results rated 3 (69.9 per cent) and Virgin Mobile (69.5 per cent) as better providers than the larger companies of Telstra (62.7 per cent), Optus (66.1 per cent) and Vodafone (65.3 per cent).

The level of satisfaction reported by mobiles customers follows the opposite percentages of market share with 3 and Virgin Mobile being the smallest of the five main mobile phone market players, while Telstra, with the largest market share reported the lowest customer satisfaction levels.

Roy Morgan Research Industry Communications Director, Norman Morris, explained that the results indicated the preferred service of the smaller mobiles service providers by consumers, with internal operations and customer service appearing to presented the biggest difference.

"Amongst mobile phone service providers, the smaller of the main players are the ones stepping up and satisfying a greater proportion of their customers compared to their bigger competitors. This gives the impression that the bigger companies are finding it more difficult to control their operations to guarantee satisfaction in the whole customer experience.

"It remains to be seen whether 3 mobile will be able to set the standards for Vodafone within the now merged company VHA, when it comes to customer satisfaction or if its performance will be diluted as it becomes part of a bigger company." Mr Morris stated.

When it comes to the most popular brands of mobiles handsets in Australia, Nokia is the most popular brand with 47 per cent of all Australian mobiles users having a Nokia handset. The rising popularity of the 3G phones is also evident with over 63 per cent of respondents stated they had a 3/3.5G handset with 9 per cent owning an iPhone.

Other popular mobiles handsets include Sony Ericsson (12 per cent), Samsung (11 per cent) and Motorola (5 per cent).

Compare mobiles phone plans here with the latest from Optus and Virgin mobile to see if you can find the perfect mobile for you

---

Back to News Index | Back to Home