In 2013, overall satisfaction levels were higher for and internet users (71 per cent and 76 per cent respectively) than for mobile phones and VoIP users (69 per cent and 55 per cent respectively). Levels of overall dissatisfaction with these four types of communications services ranged from eight (internet) to 13 per cent (VoIP). Figure 3.10 Change in overall satisfaction with select communications services Note: Communications consumers are defined as having a fixed-line telephone and/or a mobile phone. The response category is not an average of all response categories. Respondents were asked a separate question about ‘Overall’ their overall level of satisfaction with each of the services identified. *Due to changes to methodology, the overall internet satisfaction data is sourced from the Roy Morgan Single Source, Apr–Jun 2013. Source: ACMA-commissioned survey May 2012 and May 2013. Satisfaction with communications service components Table 3.21 presents a summary of results from the 2013 satisfaction survey. Customer service—the levels of satisfaction ranged between 57 per cent and 59 per cent across all services. Dissatisfaction levels were also similar ranging between 14 per cent and 16 per cent. Service services recorded the highest levels of satisfaction (81 per cent) and mobile phone services the lowest (64 per cent). Mobile phone services also recorded the highest level of dissatisfaction (13 per cent). Call/service and line rental costs—the highest levels of satisfaction with call/service costs were recorded for mobile phone services (54 per cent) compared to 51 per cent for both fixed-line telephone and internet services. Both fixed-line telephone and internet services recorded the highest levels of dissatisfaction for service costs (19 per cent each). Line rental costs for fixed-line telephone services had the highest recorded level of dissatisfaction—32 per cent at May 2013—for all services and service components. Billing information—levels of satisfaction with billing information provided to customers were similar for the three main communications services, with 71 per cent for internet, 70 per cent for fixed-line telephone and 67 per cent for mobile phones. Dissatisfaction levels were also similar—10 per cent for both fixed-line and mobile telephone services and nine per cent for internet. Mobile phone internet access and internet data speeds—at May 2013, 56 per cent of consumers with internet access via their mobile phone were satisfied with their mobile internet access and 17 per cent were dissatisfied. In terms of internet data speeds in general, 56 per cent were satisfied and 18 per cent were dissatisfied.
In 2013, overall satisfaction levels were higher for and internet users (71 per cent and 76 per cent respectively) than for mobile phones and VoIP users (69 per cent and 55 per cent respectively). Levels of overall dissatisfaction with these four types of communications services ranged from eight (internet) to 13 per cent (VoIP). Figure 3.10 Change in overall satisfaction with select communications services Note: Communications consumers are defined as having a fixed-line telephone and/or a mobile phone. The response category ‘Overall’ is not an average of all response categories. Respondents were asked a separate question about their overall level of satisfaction with each of the services identified. *Due to changes to methodology, the overall internet satisfaction data is sourced from the Roy Morgan Single Source, Apr–Jun 2013. Source: ACMA-commissioned survey May 2012 and May 2013. Satisfaction with communications service components Table 3.21 presents a summary of results from the 2013 satisfaction survey. Customer service—the levels of satisfaction ranged between 57 per cent and 59 per cent across all services. Dissatisfaction levels were also similar ranging between 14 per cent and 16 per cent. Service services recorded the highest levels of satisfaction (81 per cent) and mobile phone services the lowest (64 per cent). Mobile phone services also recorded the highest level of dissatisfaction (13 per cent). Call/service and line rental costs—the highest levels of satisfaction with call/service costs were recorded for mobile phone services (54 per cent) compared to 51 per cent for both fixed-line telephone and internet services. Both fixed-line telephone and internet services recorded the highest levels of dissatisfaction for service costs (19 per cent each). Line rental costs for fixed-line telephone services had the highest recorded level of dissatisfaction—32 per cent at May 2013—for all services and service components. Billing information—levels of satisfaction with billing information provided to customers were similar for the three main communications services, with 71 per cent for internet, 70 per cent for fixed-line telephone and 67 per cent for mobile phones. Dissatisfaction levels were also similar—10 per cent for both fixed-line and mobile telephone services and nine per cent for internet. Mobile phone internet access and internet data speeds—at May 2013, 56 per cent of consumers with internet access via their mobile phone were satisfied with their mobile internet access and 17 per cent were dissatisfied. In terms of internet data speeds in general, 56 per cent were satisfied and 18 per cent were dissatisfied.
Chapter-3_telecommunications-consumer-safeguards-and-quality-of-service_CR201213-docx.docx