In the latest Roy Morgan Mobile phone Satisfaction survey, to September 2011, Vodafone increased their mobile phone customer satisfaction level to 61%, after a period of decline.

Virgin recorded a second consecutive increase in customer satisfaction with 83% of their customers either “Very” or “Fairly” satisfied. Optus (71%) and Telstra (66%) maintain stable customer satisfaction levels. Since last month, 3 (68%) has recorded a decline but is still slightly above the industry average (68%).


Mobile Phone Service Provider Customer Satisfaction


Source: Roy Morgan Single Source (October 2010 – September 2011). Total main user of at least one mobile phone and gave provider (n=14,871).“% Satisfied” refers to the proportion of all customers who are “Very” or “Fairly” satisfied with their overall service with that  mobile phone service provider (on a five point scale). Total industry figure excludes those who ‘can’t say’ their provider. NOTE: Satisfaction score is provided by the respondent for the brand that the respondent has a relationship with.


Andrew Braun, Director Mobile, Internet and Technology, Roy Morgan Research, says:

“Virgin continues its upward trend in satisfaction, having increased 7% points over the past 6 months.

“For the first time in many months, Vodafone’s customer satisfaction has increased. This improvement was also seen for Vodafone’s ISP Satisfaction. However its second brand, 3, suffered a decline. This will be of great interest to monitor over the coming months as the 3 brand is phased out.”