• What Does Internet Usage Look Like In Australia?
  • What Does Internet Satisfaction Look Like In Australia?
  • NBN Satisfaction Scores

So, how would you rate your internet service provider? Does your internet make you want to pull your hair out, or are you completely satisfied with the services that you are paying for? This is where the Choice Internet Service Provider survey comes into play. The Choice survey was conducted in May of 2017, and was completed by all Australian residents over the age of 18 who had access to an internet connection.


For those who are unaware, CHOICE designed the survey, and fieldwork whilst the survey execution was managed by Research Now. The survey results that were gathered have now been weighted to be a national representation of Australian population as per ABS Census 2011. The CHOICE survey asked respondents a variety of questions about their internet connections, from the type of internet connection, type of NBN connection (for those who were eligible for NBN) and usage limits that they currently face with their ISP. The survey also asked participants to rate their ISP of choice based off  various attributes and overall satisfaction, and to report any problems that they had faced with their connection or ISP.

Chances are, you probably were a participant in the survey as well and are now wondering what the results are. In this article, we will look into the findings of the CHOICE internet satisfaction survey, so continue reading to find out more!


What Does Internet Usage Look Like In Australia?

To start off, although there has recently been a lot of chatter about the NBN, the rollout has only hit its halfway mark this year and is only estimated to be completed in 2020. Thus, more Australians are still connecting via existing ADSL and cable broadband connections, although there are more people on the NBN in regional and rural areas compared to metro areas.

When it comes to internet usage, 32% of Australians with internet are on ADSL2 or 2+ connections and 14% are on ADSL, whilst 28% are on the NBN. 12% of us are on cable, whilst 8% have mobile broadband, 3% fixed wireless and 1% satellite, and 2% of people aren't sure about their internet connection type.

The surveys have shown that those in metro areas are also more likely to have ADSL2 or 2+ internet connections, whilst those in regional or rural areas are more likely to have NBN.

31% of us are on an unlimited data plan, 38% are on plans data cap plans between 50GB and 1000GB, and 5% are on unlimited data with some speed restrictions after a certain data limit. Results have also shown that NBN customers are more likely to be on a no-cap data plan.


What Does Internet Satisfaction Look Like In Australia?


When it comes to the internet, us Aussies are exactly like the rest of the world. We look for connection reliability, speed, and reliable customer support. Not too much to ask for, really! This is why it comes as no surprise that these are some of the base factors that participants were surveyed on.


When assessing the results for all internet connection types, Internode has come up tops in their overall score, scoring 80 for connection reliability, 76 for speed, 78 for value for money and 83 for technical support. Internode got a whopping 81 points for overall satisfaction on all levels. Not much further behind is iiNet, with 76 for connection reliability, 73 for sped, 78 for value for money, 76 for technical support and an overall score of 78 over all fields. iPrimus comes in at third place, followed by Optus, TPG, Telstra and Dodo.


ADSL 2+ Satisfaction Scores


Now, with that said, those results as mentioned previously, were or all internet connection types. What about ADSL2+ scores, considering not all of us are connected to the NBN as of yet? When it comes to ADSL2+, Internode scores 78, iiNet scores 77, Optus/OptusNet scores 74 and TPG scores 73, all performing above the average score of 72 for overall satisfaction. iiNet customers have also scored the provider significantly higher for customer support (79) and technical support (76), compared to that of TPG customers (73 for customer support and 69 technical support).


NBN Satisfaction Scores


The NBN had about two and a half million connections as of mid-2017 and their rollout mark is expected to hit the the midway point by the end of the year. Although there are a multitude of ISPs providing users with the NBN now, it has been found that no one provider stands out from the rest when it comes to performance. iiNet (81) and Optus/ OptusNet (75) customers scored their providers above average (75) for overall satisfaction, whilst TPG (74), Dodo (73) and Telstra (70) customers scored their providers lower than average (75) for overall satisfaction.

Telstra NBN customers also scored their provider low for value for money (69), customer support (69), technical support (70), ease of initial setup (72) and connection speed (71) whilst TPG (73) and Dodo (73) customers scored their providers low for reliable/consistent connection.


Unfortunately, because the NBN is indeed brand new, it comes with its own share of problems. One of the issues that were brought up time and time again was speed. Over 60% of people on the NBN have reported issues with their provider in the last six months – 44% of those issues were related to crawling internet speeds. 42% of users reported disconnections/dropouts/variable performance issues with their NBN provider in the past 2 quarters whilst 31% mentioned problems connecting to the NBN. The incidence of these problems remain consistent across various providers and across NBN connection types.


Finally, Why Do People Change Connections and How Do They Choose New Ones?

Value for money and price seem to be some of the main reasons for users shifting between various internet service providers in the past 6 months. Out of those who have changed providers, 29% who changed providers did so due to the availability of cheaper plans. 27% of users changed providers for a better data allowance/better plan. The NBN is also an important driver for shifting providers, whilst 21% of users changed providers due to unsatisfactory connection speeds.

So, how do people choose their new ISPs? It all comes full circle and back to connection reliability, speed, and reliable customer support. Other factors that entice customers are offers such as bundles, entertainment packs, billing clarity and a wide range of plans to choose from.


We hope that this article has been useful to you and has brought you some insight into current satisfactory rates amongst Australians. Are you looking to change your ISP? If so, do not hesitate to contact us and we will be more than happy to be of service to you.