Virgin leads mobile providers report card
Mobile phone providers’ customer satisfaction has increased to new levels, according to a report from Roy Morgan.
The overall industry satisfaction has increased 2.9% since August 2009 to reach its highest level so far (67.9%).
Virgin now tops the list with 77.2% of customers satisfied, while the majority of mobile phone providers showed improvement.
Of the five major mobile phone market players, Virgin, Vodafone (73.2%) and 3 (76.1%) have improved the most, increasing their lead over Optus and Telstra.
Market leader Telstra reported the lowest customer satisfaction of all the major players (61.3%), falling behind rival Optus (70.2%).
“The gap that has now opened up between the best performers and Telstra must place considerable pressure on the company to increase its customer satisfaction level,” said Norman Morris, industry communications director at Roy Morgan Research.