The latest quarterly Telecommunications Customer Satisfaction survey: mixed results with some key sat stats steady, while others highlight “areas for industry improvement.”
The Communications Alliance issues its national Telecommunications Customer Satisfaction Survey on a quarterly basis, and is carried out for the organisation by Roy Morgan Research.
The latest results show that “overall satisfaction with customer service has decreased from last quarter, with 77% of customers reporting they are satisfied/neutral with the level of service provided, in comparison to 80% in the previous survey.”
The results are fresh - June 2017 - with the Alliance noting they come amid “a challenging time for industry and consumers, as customer migration to NBN-based services gathers pace and the sharply rising demand for streamed and downloaded video content puts additional pressure on some types of services.”
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Indeed, almost anyone using the Internet in the evening on most household connections is likely to be able to attest to the pressure Internet services faces under an onslaught of SVOD streaming services - and often, in one’s own household when multiple devices can all be streaming different types of content at once!
As any good telco exec or true telco observer would know, this survey is the fifteenth wave in an ongoing quarterly survey series designed to measure the overall experience of Australian telco customers – particularly, we’re told, “in relation to key customer ‘touch points’ covered by the revised Telecommunications Consumer Protections (TCP) Code 2015.”
So, what else do the Wave 15 survey results show?
They show that “customer satisfaction with ease of contacting their provider remains steady at 74% reporting they are satisfied/neutral.
“Additionally, the proportion of customers satisfied with the ease of understanding their bill has remained fairly steady across previous surveys, with 83% reporting they are satisfied/neutral in the most recent survey, compared to 86%, 84%, and 82% in the prior three quarters.
“However, customer satisfaction with complaint handling has continued to decrease, with 60% of customers satisfied or neutral with how their complaints had been handled.
“This is fairly steady from the prior quarter, at 61%, but a decrease from the previous two quarters where 66% of customers had reported they were satisfied/neutral.”
In addition, “customer satisfaction with the information provided on telecommunications products remains high at 82% satisfied/neutral, but this is a slight dip from the previous quarter’s high point of 88%.”
Meanwhile, we’re also told that the industry is “engaging in ongoing discussions on strategies to improve customer service and satisfaction across products.”
For plenty more, the full, detailed 36-page survey results are available here (PDF link).