Internode tops customer satisfaction chart
Internode has topped a broadband customer satisfaction survey with a 97% rating, followed closely by iiNet at 90%.
Market research company Roy Morgan found overall customer satisfaction with Internet Service Providers (ISPs) has increased slightly, by 1% to 73% in the six months to September 2010, compared with the previous six month period.
In the survey of 6,000 Australian internet users, TPG saw the biggest jump in consumer satisfaction, with a 7% increase to 85%, making TPG the third best ISP in terms of keeping its customers happy.
Telstra Bigpond also improved its customer satisfaction levels, by 4% to 68%, taking the biggest Australian telecommunications provider to 9th place, ahead of Vodafone and Dodo.
While most ISPs on the chart showed improvement in satisfaction over the last six months, AAPT fell 7%, while 3 slipped 5%. iiNet also registered a slight dip of 1% but still remained second on the chart.
Andrew Braun, director mobile, internet and technology for Roy Morgan Research, said: "Both TPG and Telstra BigPond recorded substantial gains in customer satisfaction over the last six months coinciding with increased customer bases for both companies.
"Customer satisfaction is important to protect against ‘defection’ and also provides potential for up-sell and cross-sell to different products and services. With Telstra’s reinvigorated focus on customer satisfaction, it will be interesting to see whether there are further improvements in their customer satisfaction."
Internode has more than 190,000 customers nationally and offers ADSL1, ADSL2+, Naked DSL and mobile broadband services.
Internode's ADSL2+ plans start from around $29.95 for 10GB available anytime, when bundled with monthly line rental for $29.95.