New Research: Australians Levels of Satisfaction with Communications Services are High, but Customer Service Still Lacking

Canberra, ACT ( December 3, 2010

New Research: Australians Levels of Satisfaction with Communications Services are High, but Customer Service Still Lacking

New Research: Australians Levels of Satisfaction with Communications Services are High, but Customer Service Still Lacking

Research released today by the Australian Communications and Media Authority shows levels of overall satisfaction with communication services in Australia are high, but satisfaction about customer service and other specific aspects of service delivery are significantly lower.

‘The value Australian consumers place on their communications services is clearly reflected in the strong levels of take-up and use of new services across multiple platforms,’ said ACMA Chairman, Chris Chapman

‘Although around four out of five consumers were generally satisfied with their communications services, there are significant numbers of Australians who have real concerns with aspects of their communication services—particularly when they have a problem or have to interact with their provider—and these concerns are evident in this report’s findings.’

The ACMA research shows that satisfaction levels varied considerably when consumers and small to medium enterprises (SMEs) were asked to focus on aspects of service delivery such as customer service, service reliability, call costs, billing information, internet data speeds and line rental costs.

At April 2010, 80 per cent of household consumers were generally satisfied with their mobile phone and internet service while 81 per cent were satisfied with their fixed-line telephone service.

Household consumer satisfaction with customer service from their provider was much lower, with 61 per cent for fixed-line services, 62 per cent for mobile phone and 67 per cent for internet.

Similarly, SME’s recorded relatively high levels of overall satisfaction with their communication services, ranging from 79 per cent (fixed-line telephone and internet service) to 81 per cent for their mobile telephone service. But only 61 per cent of business users were satisfied about customer service for their fixed-line phone, 69 per cent were satisfied about customer service for their mobile phone and 71 per cent for internet.

Service reliability recorded the highest level of household consumer satisfaction, 88 per cent for the fixed-line telephone, 80 per cent for internet and 76 per cent for mobile phone.

However, significant numbers of Australians are not happy with some aspects of service delivery, in particular line rental costs and internet data speeds.

For both consumers and SMEs, fixed-line rental costs recorded the highest levels of dissatisfaction (33 per cent and 28 per cent respectively) while 24 per cent of home internet users were dissatisfied with their internet speeds, compared to 16 per cent of SMEs.

‘As ACMA research continues to show, digital communications have become integral to day-to-day social and economic activities of Australians and are in turn underpinning the transition to a digital economy. In this environment of increased dependency on digital communications, consumer satisfaction with communications services is integral to the future development of the digital economy,’ said Mr Chapman.

‘A more comprehensive consideration of the customer service experience is being undertaken by the ACMA’s Reconnecting the Customer inquiry.’

The report—Australian consumer satisfaction with communications services—is the third in the ACMA’s 2009-10 Communications Report series and is available on the ACMA website.

The first report in the series, Australia in the digital economy: The shift to the online environment, was released on 11 November 2010. The second—Take-up and use of voice services by Australian consumers—was issued on 18 November. The ACMA’s research generally is intended to build an evidence base to better inform its development of advice and regulation.

For more information or to arrange an interview please contact: Donald Robertson, Media Manager, on (02) 9334 7980, 0418 86 1766 or

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