Vodafone customer satisfaction levels rising

  • Customer satisfaction on the mend
  • TIO complaints down
  • Vodafone repairing and improving network

Vodafone's customer satisfaction levels have started to show an improvement over the last six months as the network recovers from its recent coverage issues.

According to the latest Roy Morgan Internet Service Provider (ISP) customer satisfaction ratings, 64% of Vodafone customers described themselves as being 'very' or 'fairly' satisfied, up from 61% between November 2010 and April 2011.

Vodafone's brand took a battering earlier this year when thousands of customers complained to the Telecommunications Industry Ombudsman (TIO) about poor coverage and drop outs.

As a result, the TIO reported a record year for complaints and Vodafone customer satisfaction ratings fell dramatically.

Andrew Braun, director mobile, internet and Technology for Roy Morgan Research, said: "Although Vodafone is still at the low end of customer satisfaction, this latest Roy Morgan ISP Service Provider Satisfaction Survey shows the first signs of improvement. This is similar to the improvement with mobile phones."

Vodafone has apologised to customers and has been improving its network across Australia, constructing new towers and upgrading existing infrastructure.

Internode still leads the way for customer satisfaction, with 93% of customers describing themselves as 'very' or 'fairly' satisfied.
iiNet is close behind with 90%, and TPG follows with a respectable 80% customer satisfaction rate. At 76%, Optus remains above the industry average of 74%, while Telstra sits just below with 72%.

Dodo's customer satisfaction is at 65% and 3, which has now merged with Vodafone, is at 66%, while AAPT finishes last at 63%.

The results are based on a survey of Australians aged 14 and over by market research firm Roy Morgan, and are based on a six month moving average.