Report shows customer satisfaction levels amongst Australian consumers

A recent report that has been released has shown overall satisfaction levels amongst Australian consumers when it comes to their broadband and communications services.

A report has recently been released showing overall satisfaction levels amongst Australian consumers when it comes to broadband and communications services. The report was released by the Australian Communications and Media Authority, and showed that overall satisfaction levels amongst Australian consumers was high but satisfaction levels with specific areas of service delivery such as customer service were much lower.

ACMA Chairman, Chris Chapman , said: ‘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. 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 research involved polling consumers and small and medium sized businesses to find out what they thought about specific areas of service delivery when it came to their broadband and communications services, and some of the areas that they were asked to focus on included customer service, service reliability, call costs, billing information, internet data speeds, and line rental costs.

The results of the research showed that overall satisfaction levels amongst consumers and businesses when it came to their communications services was high. However, when it came to certain areas of service delivery satisfaction levels were low, and this included areas such as line rental costs and internet speeds.

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Source – ACMA